Customer Success Operations & Insights Analyst

GENERAL DESCRIPTION

The Customer Success Operations & Insights Analyst runs the data, reporting, and administrative engine of Customer Success, keeping the account tracker and health dashboard accurate, producing the executive reports, runs the customer surveys, and manages the Standard accounts segment portfolio.

The role reports to the Head, Heirs Tech Academy / Customer Success and works closely with the Customer Success Manager, Service Delivery, Account Executives/Managers, and Finance.

ROLE SCOPE & ACCOUNTABILITY

• Owns the integrity of the Customer Success account tracker and health dashboard as the single source of truth on customer health

• Accountable for timely, accurate reporting to the Head and Executive Management, built on data Service Delivery already produces rather than duplicating it

• Manages the Standard accounts portfolio

• Runs the Voice of Customer (VoC) survey

• Provides administrative support to the Head and the Customer Success Manager

DUTIES/RESPONSIBILITIES

1. Account Tracker and Data Integrity

Maintain the client health tracker as the system of record, including:

• Keeping every account details, health-check calendar, complaints log, growth leads log, check-in feedback, and steering committee and sponsor log current

• Recording contract dates for each new account

• Reconciling Finance’s monthly list of new POs and invoices against the tracker to catch any contract signed without a handover

• Maintaining the license renewal calendar, with readiness starting 30 days before renewal

2. Reporting and Dashboards

Give Executive Management a clear, current view of customer health, including:

• Producing the monthly Customer Success report: traffic-light health by account, complaints, check-in feedback, sponsor confidence, steering committees attended, and growth leads

• Producing the portfolio snapshot and value summaries

• Using the SLA and service-health reports Service Delivery already sends rather than duplicating them

• Analysing notification lag, time to kickoff, and onboarding duration by segment and product

3. Voice of the Customer

Capture how customers feel and turn it into insight, including:

• Running the quarterly survey in Microsoft Forms (CSAT, NPS, and the CES Composite)

• Tracking response rates and analysing results

• Preparing a quarterly insight brief that supports thought leadership

4. Standard Accounts Programme

Cover Standard accounts consistently at the lowest effective cost, including:

• Running the pooled quarterly check-ins using the standard questions

• Scoring each account and recording the outcome

• Escalating any Amber or Red account to the Customer Success Manager

5. Complaints and Feedback Records

Keep a complete record of every complaint and its follow-up, including:

• Maintaining the complaints log and the post-escalation check-in feedback

• Monitoring the Service Delivery acknowledgement clocks (4 business hours; 1 hour for executive-received complaints) and flagging breaches

• Analysing recurring issues and reporting patterns

6. Scheduling and Administrative Support

• Scheduling health checks, steering committees, and Executive Business Reviews

• Providing administrative support to the Head and the Customer Success Manager

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree in Business, Statistics, Information Systems, or a related field

• 2–4 years of experience in operations, analytics, customer experience, or reporting, ideally in B2B technology or services

• Advanced Excel (formulas, data validation, pivot tables) and strong PowerPoint skills; Power BI is an advantage

• Experience running customer surveys is an advantage

• Working knowledge of Microsoft Forms, Teams, and Mailchimp, with read access to Sentra and CIRVIT for reporting

• Accurate, organised, and self-driven, with discretion over customer and complaint information

KEY DELIVERABLES

• A complete and current account tracker, with all fields and contract dates up to date and reconciled with Finance monthly

• The monthly Customer Success report and portfolio snapshot delivered on time and accurate

• All accounts scored on all five dimensions and Standard-account check-ins held to cadence

• The quarterly survey delivered with a healthy response rate and an insight brief each quarter

• Service Delivery acknowledgement breaches flagged within the same business day

KEY COMPETENCIES

Analytical and Technical Competencies

• Data analysis and interpretation of CX metrics (NPS, CSAT, CES, retention)

• Advanced spreadsheet, data validation, and dashboard development

• Attention to detail with large and changing data sets

• Reporting and dashboard development for leadership visibility

Customer-Centric Competencies

• Voice of Customer (VoC) survey design and analysis

• Complaint tracking and recurring-issue analysis

• Confidence leading short, structured customer check-ins

Communication and Stakeholder Management

• Turning data into a short executive message

• Working with Service Delivery, Finance, and Sales to obtain accurate data

• Discretion with customer and complaint information

Behavioural Competencies

• Self-starter who keeps routine processes on schedule

• Continuous improvement orientation

• Reliability and ownership of deadlines