Game Changers
TheGuarantors
51-200
Series C
Glassdoor 4.7
Flock Freight
501-1000
Series D
Glassdoor 3.7
Point
201-500
Series C
Glassdoor 4.9
Ramp
201-500
Series C
Glassdoor 5.0
Webflow
501-1000
Glassdoor 4.7
Series C
TaxBit
51-200
Glassdoor 4.4
Series B
Route
501-1000
Glassdoor 4.5
Secure Code Warrior
201-500
Glassdoor 4.4
Series B
Grammarly
501-1000
Glassdoor 4.8
Lattice
501-1000
Glassdoor 4.7
Series F
Klarna
5001-10000
Glassdoor 3.8
Brex
1001-5000
Series C
Glassdoor 4.8
Reddit
1001-5000
Series F
Glassdoor 4.3
Outreach
1001-5000
Miro
1001-5000
Glassdoor 4.6
Series C
TripActions
1001-5000
Glassdoor 3.7
Series F
Deel
1001-5000
Series D
Glassdoor 4.2
Cascade
Glassdoor 5.0
51-200
Series A
Zoomo
Glassdoor 4.1
201-500
Series B
AgriWebb
Glassdoor 4.4
51-200
Series B
Google
10000+
Public
Glassdoor 4.6
Amazon
Glassdoor 4.1
10000+
Public
Immutable
Glassdoor 4.9
201-500
Series C
ChartHop
Glassdoor 4.7
11-50
Series B
Pave
Glassdoor 4.7
11-50
Series B
Snyk
Glassdoor 4.3
51-200
Series F
Mercury
Glassdoor 5.0
11-50
Series B
Grata
Glassdoor 5.0
11-50
Series A
Culture Amp
Glassdoor 4.3
501-1000
Series F
Mr Yum
Glassdoor 5.0
11-50
Series A
Female Leader
Slyp
Glassdoor 4.4
1001-5000
Series A
Cover Genius
Glassdoor 4.7
201-500
Series C
Xplor
Glassdoor 4.0
201-500
Cashrewards
Glassdoor 4.1
11-50
Series A
Superhuman
Glassdoor 4.8
11-50
Series C
UpGuard
Glassdoor 4.6
11-50
Series B
Blockdaemon
Glassdoor 4.9
201-500
Series C
Multiverse
Glassdoor 4.1
201-500
Series C
Female Leader
Carma
Glassdoor 5.0
1001-5000
Seed
Sinai Technologies
Glassdoor 5.0
1001-5000
Seed
Female Leader
Calven
Glassdoor 5.0
1001-5000
Seed
Unstoppable Domains
Glassdoor 4.9
11-50
Justworks
Glassdoor 4.0
501-1000
Series E
Employment Hero
Glassdoor 4.7
201-500
Series F
Alma
Glassdoor 4.8
201-500
Series C
Brighte
Glassdoor 4.7
201-500
Series C
Female Leader
Tines
Glassdoor 5.0
11-50
Series B
Expel
Glassdoor 4.9
201-500
Series E
Summer
Glassdoor 5.0
1001-5000
Series A
Certified B Corp
Pipe
Glassdoor 5.0
11-50
Series B
Heap
Glassdoor 4.8
201-500
Series D
Deputy
Glassdoor 4.2
201-500
Series B
Shippit
Glassdoor 4.0
11-50
Series B
SafetyCulture
Glassdoor 4.1
501-1000
Series D
Vanta
Glassdoor 4.9
201-500
Series A
Female Leader
Brightline
Glassdoor 4.8
201-500
Series B
Female Leader
Wheel
Glassdoor 4.8
201-500
Series C
Female Leader
Quit Genius
Glassdoor 4.9
11-50
Series B
Torch
Glassdoor 4.3
201-500
Series B
Forage
Glassdoor 4.5
11-50
Series B
Redaptive
Glassdoor 4.2
201-500
Series C
Project Canary
Glassdoor 5.0
11-50
Series B
Glean
Glassdoor 5.0
51-200
Series B
Obsess
Glassdoor 5.0
11-50
Series A
Female Leader
Esusu
Glassdoor 5.0
11-50
Series B
Carrot Fertility
Glassdoor 4.2
201-500
Series C
Female Leader
Aurora Solar
Glassdoor 4.8
201-500
Series D
Modern Health
Glassdoor 4.7
501-1000
Series D
Female Leader
Divvy Homes
Glassdoor 4.7
501-1000
Series D
Brightwheel
Glassdoor 4.6
201-500
Series C
BigID
Glassdoor 4.8
201-500
Series D
Envoy
Glassdoor 4.2
201-500
Series C
15Five
Glassdoor 4.5
201-500
Series B
Unison
Glassdoor 4.5
11-50
Series C
Sealed
Glassdoor 4.0
11-50
Series A
Female Leader
Newsela
Glassdoor 4.2
501-1000
Series D
Headway
Glassdoor 4.6
201-500
Series B
Pinwheel
Glassdoor 5.0
11-50
Series B
Drata
Glassdoor 5.0
11-50
Series B
Circle
Glassdoor 4.0
501-1000
Series E
Chainalysis
Glassdoor 4.8
201-500
Series E
Multiverse
Hatch
11-50
Seed
Go1
Glassdoor 4.2
201-500
Series D
Scratchpad
Evergent
Simpleshow
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Heap

Customer Success Operations Analyst

US / Remote
·
Mid Level
·
Full Time
·
USD $110-136k /year

The Data Intelligence platform that unlocks the customer journey for product and business teams

About

Heap

Heap’s mission is to power business decisions with truth. We empower companies to focus on what matters—discovering insights and taking action—not building pipelines or tagging. With Heap, organizations of all sizes can remove technical bottlenecks and gain a single comprehensive view of their customers. Our software automatically collects, organizes, analyzes, and connects customer data, so businesses can create more valuable products and experiences.

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About the role

Business Operations and Strategy
·
Mid Level

A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically after a few years of experience.

Must haves

Visa to work in

the US

At least 1 years work experience in sales or customer experience

Key skills

Insight & Analytics

Forecasting & Deal Management

Prioritization

Collaboration

Closing deals

Building a sales pipeline

Achievement orientation

Job description

A broad role that touches on all elements of enabling the customer success team from analytics, to team structure and the ownership of core Customer Success programs (e.g. NPS). An amazing role that provides great exposure and opportunity for growth.

What You"ll Do:We are hiring a Customer Success Operations Analyst whose mission will be to drive the effectiveness and efficiency of our Customer Success Management team. You will report to the Director of Customer Success Management and will be a trusted partner to the entire CS leadership team in defining outcomes, strategy, and tactics. You will work closely with the Customer Success Operations Manager.We will depend on your expertise to keep our focus on changes that drive growth, scalability, and retention of our rapidly growing customer base. You thrive on “getting your hands dirty” by digging into complex operations and breaking them down into addressable components.

  • Ad-hoc analysis: Support ad-hoc and ongoing Customer Success programs & initiatives using our rich behavioral data from “Heap on Heap”.
  • Forecasting: Develop analytical forecasts for account health and renewal based on transactional and behavioral patterns (in coordination with our Data Scientists).
  • Customer Master: With the CS Ops Manager, support creation of the “single source of truth” for customer touchpoints, interventions, and core KPIs. Collaborate with the CS Ops Manager on end-to-end data quality across our systems (SFDC, Heap, Catalyst, etc.).
  • CS Org Team support: Define systems and processes that drive productivity, efficiency, and visibility across the entire Customer Success Organization.
  • Own our NPS program, supported by CS leadership. Analyze NPS data to define themes and report to leadership. Assist with operations for the NPS Closed-loop process org-wide
  • Team Structure: Collaborate on CSM account assignments, customer scoring, tiering. Identify enablement needs based on trends. Liaise with our Enablement team to roll out process changes.
  • Software Selection: Assist in evaluating best-fit software to enable higher CS team leverage. Configure and manage integrations between Heap’s operational and transactional systems.
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Pay range

Exact compensation may vary based on skills & experience

USD $110-136k /year

Industry Benchmark

Benefits

  • $2,700 annual stipend to spend however you like: childcare, food delivery, wifi, phone bill, co-working space, music subscription, wellness, or anything else that helps with virtual work.
  • Get $1,000 to set up your home office.
  • Full suite of benefits: 95% coverage for employees and 70% coverage for dependents
  • 401k match 100% employee contribution up to 1% of your salary
  • Expect everyone to take 3 weeks off per year in addition to our monthly company Mental Escape (ME) days, when we all take time off together
  • $100 monthly contribution towards your student loans
  • $1,000 annual stipend to help fund your career growth
  • Get $100 to take a day off work and “treat yo self” to some self-care
  • 2 weeks paid parental benefit for all parents (birthing, non-birthing, adopting, fostering), with a total 16 weeks for birthing parents (including 4 weeks of pregnancy disability)

Quickly identify challenges that our prospective customers face and discover the best inbound marketing solutions for their business
Quickly identify challenges that our prospective customers face and discover the best inbound marketing solutions for their business
Consistently close new business at or above quota level
Nurture relationships with highly qualified opportunities at small and mid-sized companies

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