Senior CS Operations Analyst - Remote

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

We seek an experienced Customer Success Operations Analyst to join our Revenue Operations team.  The ideal candidate has deep knowledge of Customer Success principles and methodologies and experience maintaining data, managing tools, and optimizing processes to scale capabilities.  This role involves working closely with the Customer Success team to define strategies, tactics, and processes to support our customer base’s overall growth and retention, as well as driving operational cadences through data analysis and reporting.

What You’ll Do:

• Establish a strong relationship with leaders and team members across Customer Success and GTM Operations, serving as a subject matter expert in the customer journey and identifying opportunities to enhance our customer experience 

• Lead the configuration and administration of Gainsight including adopting new features, monitoring data integrity, creating journey orchestrator programs, and ensuring alignment with business processes

• Optimize customer success processes, reporting, and documentation while ensuring a seamless customer experience

• Partner with our Customer Success practice to research, recommend, and operationalize improvements to our scaled customer success program 

• Champion customer feedback management, recommending tools and processes and analyzing customer feedback, including NPS and other CS programs

• Identify and analyze leading indicators within customer data to identify trends, opportunities for improvement, and potential risks to customer retention

Who You Are:

• A customer focused operations analyst with 4+ years experience in tool administration, operational excellence, data analysis, and scalable processes

• Bachelor’s degree in an analytical or business field preferred

• Prior experience with Gainsight administration (or similar Customer Success tools)

• Salesforce.com experience preferred

• Confident communicator who naturally simplifies complex concepts into absorbable information that influences the behavior of stakeholders 

• Experience working with Customer Success / Customer Experience teams to evaluate opportunities, recommend improvements, and operationalize new programs

• Driven, curious, and comfortable solving problems despite ambiguity

• Prior experience in SaaS technology

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities. 

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Diversity, Equity, and Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com.

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.