Customer Success Operations Analyst

You will be part of a dynamic, global Customer Success organization where priorities evolve quickly, and data-driven decision-making is critical. The Customer Success Operations function acts as the analytical and operational backbone of the team, enabling Customer Success Managers and Associates to deliver a consistent, high-quality customer journey.

This role is designed to build talent from the ground up, providing exposure to Customer Success operations, analytics, and process optimization in a global environment. The focus is on reporting, data quality, operational execution, and insight generation rather than direct client ownership.

Your work will directly support the effectiveness of the Customer Success team by improving visibility, accuracy, and efficiency across key processes. By delivering reliable reporting, maintaining clean data, and identifying trends in customer engagement and usage, you will enable better decision-making and allow client-facing teams to focus on value creation and relationship management.

Although not client-facing, this role has a measurable impact on customer retention, adoption, and long-term engagement through stronger operational foundations and analytical insight.

Responsibilities

• Provide operational and analytical back-office support to the global Customer Success team.
• Develop, maintain, and enhance dashboards and recurring reports used to track Customer Success performance and customer engagement.
• Analyze data to identify trends, patterns, and opportunities that improve team efficiency and support customer outcomes.
• Support data quality initiatives, including data validation, clean-up, and consistency across Customer Success systems and tools.
• Execute ad-hoc analytical requests and contribute to ongoing operational and process improvement projects.
• Maintain internal documentation, reporting definitions, and standard operating procedures.
• Generate analytical reports, research documents, and insights focused on specific industry segments to understand product usage patterns, identify emerging trends, and highlight potential risks or opportunities.
• Partner with Customer Success Managers and internal stakeholders to clarify data insights and recommend operational improvements.
• Analyze segment-level data to support recommendations on customer engagement strategies, adoption initiatives, and operational improvements.
• Leverage internal tools such as CRM and reporting platforms to support scalable Customer Success operations.

What We're Looking For

• A positive, proactive attitude with a strong willingness to learn.
• Strong analytical mindset with attention to detail and data accuracy.
• Ability to translate data into clear insights and communicate findings effectively.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced, global environment.
• Comfort working with cross-functional teams in a multicultural setting.

Basic Qualifications

• 2 - 3 years of work experience in analytics and reporting
• Strong Microsoft Office skills, particularly Excel.
• Familiarity with reporting or BI tools such as Power BI, Tableau, or similar is preferred.
• Basic knowledge of CRM systems (e.g., Salesforce) is a plus.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in-class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards,small perks can make a big difference.