Lead Customer Success Operations Analyst

Overview

Position Overview:   

The Lead Customer Success Operations Analyst is a strategic and technical leader responsible for shaping the future of Customer Success through data, automation, and operational excellence. This role drives initiatives leveraging AI, systems, and advanced analytics to enhance customer growth management, retention risk, and health. The Analyst ensures the Customer Success Organization (CSO) scales effectively and represents customers and the CSO team in technical initiatives across HealthEdge. 

 

This role is a key contributor to our Customer Success strategy, working directly with the Customer Success team and cross-functional business management. The role involves creating and administering analytics toolsets, managing data integrity, driving process improvements, and facilitating operational efficiency to optimize sales and deliver a best-in-class customer experience. This individual ensures strategic alignment with departments such as Sales, Marketing, and Product Development to drive a unified customer success strategy. The role requires someone who is organized, process-oriented, data-driven, eager to learn, and able to execute quickly. 

 

The Lead Customer Success Operations Analyst is a highly autonomous role that will report to the Sr. Director of Customer Success. Additionally, this team lead role oversees the execution of more junior analyst work, collaboratively ensuring alignment with goals, timelines and quality standards while helping them grow professionally. 

 

About Commercial Excellence: 

The HealthEdge Commercial Excellence function includes Sales, Customer Success, and Marketing.  These three organizations, combined as the Commercial Excellence function, are responsible for meeting the business’s annual and long-term financial objectives, ensuring ongoing customer satisfaction, and increasing HealthEdge brand awareness and market visibility. 

 

Your Impact: 

Strategic Leadership and Project Ownership 

• Plan, deliver, and manage Customer Success projects and programs, such as sales campaigns, solution deployments, OKR deliverables, and other strategic initiatives. This may include multi-team efforts. 

• Provide informal leadership by leading multi-team or cross-functional team efforts linked to strategic KPIs for CS Operations. 

• Provide direction and mentorship to operations/systems analysts, helping to drive their development and success as well as the integrity of their work, translating strategic objectives into actionable tasks and reporting progress for the team. 

• Collaborate with subject matter experts to collect and define business requirements and translate them into technical solutions that drive strategic goals. 

• Identify, create, and launch scalable AI-driven solutions to optimize system/process delivery and outcomes. 

• Thoughtfully manage change through training users and promoting adoption. 

• Measure outcomes of initiatives. 

Reporting & Analysis: 

• Use available tools and the expertise of SMEs across the company to direct, design and implement business informatics solutions that bring together customer insights from across all corporate products and functions, giving employees the information needed to effectively manage customer opportunity and risk. 

• Leverage AI-powered analytics to uncover trends and drive data-informed decisions. 

• Analyze data and identify actionable insights and trends from large datasets that span teams and data sources. 

• Lead the execution of complex, ad hoc analyses and reporting projects, translating urgent business questions into data-driven insights that inform senior leadership decisions and strategic initiatives. 

• Contribute insights to senior leadership and the Board of Directors through written and verbal deliverables. 

Process Improvements: 

• Advise Customer Success & business leaders on opportunities to be a more digital, scalable & data-driven company. 

• Champion the use of AI and automation to improve operational scalability and customer engagement. 

• Represent Customer Success perspectives to the Commercial Excellence team, the business BI teams and the IT team in process and technical initiatives. 

Systems Management: 

• Use available tools and the expertise of SMEs across the company to direct the creation and implementation of business informatics solutions that bring together customer insights from across all corporate products and functions, giving employees the