Anaconda is looking for a GTM Operations Analyst (Customer Success) to be the operational backbone of our Customer Success organization. This critical role will scale our efforts by driving efficiency, automation, and data-driven decision making across the entire customer lifecycle.
What You'll Do
- Develop and refine CS operational strategy, focusing on scalable workflows that reduce time-to-value and strengthen customer outcomes.
- Map, optimize, and automate customer lifecycle workflows across CS with a strong focus on AI-driven improvements.
- Design and implement automated workflows for customer onboarding, renewal engagement, and churn prevention.
- Identify operational bottlenecks and implement solutions that streamline handoffs, increase predictability, and ensure seamless data flow.
- Manage and optimize our CS tech stack while ensuring strong data hygiene and consistent system usage.
- Support renewal forecasting, churn/retention modeling, expansion tracking, and customer health analysis with reliable reporting.
- Develop operating rhythms, QBRs, monthly reviews, and team dashboards to give leadership a clear view of trends, risks, and opportunities.
- Analyze renewal pipeline health, slippage patterns, and coverage metrics to inform CS strategy.
- Develop and maintain program-based engagement automation including email sequences, task creation, and CSM notifications.
- Build dashboards and reports tracking NRR, GRR, churn, expansion revenue, and customer health KPIs.
- Partner with Business Intelligence to validate data models and improve customer success analytics.
- Support program management for initiatives such as NPS, tech stack governance, and customer experience improvements.
What We're Looking For
- 2-4 years of experience in Revenue Operations, Sales Operations, Customer Success Operations, or a related role in a SaaS environment.
- Strong Salesforce administration skills including Flows, validation rules, custom objects, CPQ, and reporting.
- You embody our company values of Clarity, Care, and Candor.
- You care deeply about fostering an environment where people of all backgrounds and experiences can flourish.
Nice to Have
- Strong analytical and technical skills with hands-on experience building dashboards, data models, and automated workflows.
- Comfortable working with CS, CRM, and analytics systems like Salesforce, Vitally, or workflow/AI automation tools.
- Proven ability to refine workflows, diagnose operational inefficiencies, and deliver scalable solutions.
- Solid understanding of SaaS customer metrics, health, adoption, retention, churn, expansion, and time-to-value.
- Ability to create clarity in ambiguous situations, prioritize effectively, and manage multiple projects simultaneously.
- Excellent communication skills and a collaborative mindset when working cross-functionally.
Technical Stack
- Salesforce
- Vitally
- Analytics tools
- Workflow or AI automation tools
Team & Environment
You will be a critical partner to the Customer Success organization, enabling the team to scale efficiently and deliver consistent customer outcomes through operational excellence.
Anaconda is committed to creating a diverse and inclusive workplace.
