Customer Success Operations Analyst

Sprout Social is looking to hire a Customer Success Operations Analyst for the Sales & Success team.

Why join Sprout’s Revenue Operations team?

Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there. 

Joining the Customer Operations team is an exciting opportunity to make a tangible impact on the customer experience at Sprout. Our team drives operational effectiveness and strategic insights across Sprout’s Customer Experience team, including Customer Success and Renewals, ensuring we are equipped to achieve our retention and growth targets. You’ll collaborate with dedicated teammates and directly contribute to the success of our customers and our business.

What you’ll do

• Collaborate with cross-functional stakeholders on initiatives such as customer segmentation and lifecycle management.
• Ensure smooth operations and optimized processes to support the Customer Success and Renewals teams.
• Develop and maintain dashboards and reports to track Customer Success and Renewals team performance.
• Support administration and optimization of key customer operations platforms like Gainsight, Salesforce, and Looker.
• Conduct ad hoc analyses to surface actionable insights on customer retention, risk, and growth opportunities.
• Document processes and support the refinement of workflows to enable scalable operations.

What you’ll bring

Sprout Social seeks an analytical, detail-oriented, and curious Customer Operations Analyst who thrives in a collaborative environment and is eager to contribute to strategic initiatives that drive customer success.

The minimum qualifications for this role include:

• 1–3 years experience in an analytical role or a customer-facing role within SaaS
• Proficiency in Excel or Google Sheets.
• Strong organizational and communication skills.

Preferred qualifications for this role include:

• Experience with Salesforce, Gainsight, or BI tools like Tableau.
• Familiarity with SQL and data querying. 
• Knowledge of customer success best practices and a commitment to delivering exceptional service.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization
• Work closely with the Director of Customer Operations to define key success metrics for your role and establish how you will measure progress against them.
• Start gaining a deep understanding of our business, platform, applications, and key company metrics.
• Familiarize yourself with the current team structure and goals

Within 3 months, you’ll start hitting your stride by:

• Collaborating with your CS Operations teammates to identify areas of opportunity for improving efficiency within our systems and processes.  
• Improve efficiency within our assignment and ticketing operations.
• Supporting operational projects by coordinating tasks, contributing to documentation, and engaging in collaborative meetings.

Within 6 months, you’ll be making a clear impact through:

• Delivering regular performance reports and interpreting key trends in customer success metrics.
• Implementing enhancements and automations within our operations and CS workflows and tools.
• Taking ownership of a recurring operational process or report and continuously enhancing its efficiency and value to stakeholders.

Within 12 months, you’ll make this role your own by:

• Bring your unique ideas and talents to the table—surprise us by making positive changes that we haven’t even thought of yet.
• Drive new analyses that inform strategic decisions within the Customer Experience organization.
• Working cross-functionally to support broader company efforts to improve retention.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

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