Customer Success Operations Analyst

We're looking for a detail-oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract. Reporting into the Senior Director of Customer Success, you'll play a hands-on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation. This is an excellent opportunity to develop deep expertise in CS Operations within a high-growth B2B SaaS environment. You'll work closely with the Director of CS Operations, Customer Success leadership, and cross-functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes. What You'll Be Doing

• Supporting the administration and ongoing configuration of Gainsight, including health scores, playbooks, CTAs, and Journey Orchestrator campaigns
• Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms, monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams
• Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools, tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance
• Preparing QBR materials, renewal forecasts, and leadership reporting, and supporting data reconciliation across Customer Success, Sales, and Finance
• Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification
• Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes
• Assisting with testing and quality assurance of system and configuration changes prior to wider rollout
• Providing day-to-day operational support to the Customer Success and Renewals teams, responding to ad-hoc data, reporting, and system requests
• Collaborating cross-functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives
  
  2+ years' experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical GTM role
• Strong experience with Salesforce, including report and dashboard building
• Proven analytical skills with confidence working with large datasets and translating insights into clear outputs
• Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI)
• High attention to detail, strong data ownership, and a proactive, self-starting mindset
• Comfortable working in a fast-paced, matrixed environment with non-technical stakeholders
Desirable
• Hands-on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango)
• Familiarity with NetSuite or ERP / finance systems
• Working knowledge of SQL or data querying tools
• Understanding of SaaS customer lifecycle, renewals, and expansion
• Exposure to operational documentation or change management
  
  As one of the UK's largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence. Over 4 million parents use our software to connect with their child's school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance. Our operational software is the invisible but essential beating heart of our customers' businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity. It's vital these mission-critical functions work first time, every time. That's why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time - so they can focus on productivity and growth. IRIS is a company built on hiring the best people; our people are our greatest assets. They enable us to be the innovative, market-leading, and high-performing company that we are today. We're delighted to be certified as a Great Place to Work and one of the UK's Best Workplaces for Women. These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward. IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do. This is why we work to create an environment where employees feel like they are part of a team. Why work for IRIS? The Benefits Developing your career We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by: Leading Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training. Excelling Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values. Growing Offering regular training and development programmes tailored to each employee's development needs and providing a commitment to a 'learning culture' which shares knowledge, best practice and our long-standing expertise between employees. Listening We're committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys. Sharing Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.