Customer Success Operations Analyst

The Customer Success Operations Analyst will play a key role in organizing, analyzing, and reporting on customer success data to help the CS team make informed decisions. This role builds and maintains performance reports, tracks pilots and churn, and ensures internal processes and documentation are accurate and up-to-date. The Analyst collaborates closely with the Customer Success Manager, Product, Engineering, and Support teams to provide actionable insights, streamline workflows, and surface opportunities or risks. This position is ideal for someone who enjoys turning data into clarity and bringing structure to a fast-growing, evolving CS operation.

• This position will be remote and is required to work US based hours.

• Reports to: Head of Product & Customer Success and Customer Success Manager

The duties and responsibilities of the role.

• Build and maintain performance reports, pilot tracking sheets, and churn analysis.

• Prepare customer-facing visuals, slide decks, and internal notes from usage data.

• Track internal progress on feature requests, customer feedback loops, and follow-ups.

• Maintain accurate and up-to-date documentation, including playbooks, testing steps, and agreements.

• Collaborate with Product, Engineering, and Support teams to ensure tasks and projects move forward.

• Review customer performance trends to spot opportunities, risks, and insights that inform CS strategy.

The minimum qualifications for the role - education, experience, certifications, skills.

• 1–2 years of experience in customer success operations, analytics, project support, or similar roles.

• Strong organizational and project management skills to manage timelines, dependencies, and deliverables.

• High attention to detail, ensuring reports, documentation, and processes are accurate and reliable.

• Problem-solving mindset — you can investigate issues independently and act on findings.

• Proficiency in Google Sheets or Excel, including pivot tables, formulas, and charts.

• Clear written and verbal communication skills for summarizing data into actionable insights.

• Comfortable with tools like Google Workspace, Notion, HubSpot, and Slack.

Preferred qualifications - including personality traits and soft skills.

• Experience in CS operations or analytics within a fast-growing SaaS environment.

• Enjoys creating structure and clarity in evolving processes.

• Collaborative and solutions-oriented, with the ability to work across multiple teams.

• Strong analytical thinking and curiosity — you dig into data to uncover trends and insights.

• Exceptional attention to detail and ownership of tasks, following through from start to finish.

• Comfortable working in a hybrid environment and balancing multiple priorities

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.