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Customer Operations Analyst
Full-time
Brief Description
Zywave is seeking a data-driven, process-focused Customer Operations Analyst to elevate the performance of our global Customer organization. This role blends analytics, operational design, and AI enablement to help leaders make smarter decisions and deliver exceptional customer experience.
You’ll build reporting that influences executive strategy, streamline processes that scale with growth, and operationalize AI capabilities that transform how account teams work. If you enjoy turning data into compelling narratives and designing systems that make teams more effective, this role is a strong match.
What You’ll Do
*Reporting \& Analytics*
Build, maintain, and enhance dashboards and reports that measure bookings, renewal, price increase, and variable fee performance.
Create live forecast modules across NRR variables, bookings, PI, variable fees and retention rates.
Develop executive-ready summaries and board-level reporting that distill complex data into clear, strategic insights.
Own the rollout of comp plan creation, territory planning and attainment metrics for the account teams to ensure equitable books of business.
Partner with leadership to define KPIs and ensure reporting aligns with business goals.
Ensure data accuracy and consistency across systems (Salesforce, Gainsight, BI tools, etc.).
Present findings and recommendations to senior leaders, influencing decision-making with data-backed insights.
*Process Optimization \& Operational Excellence*
Map, document, and improve core customer processes to drive efficiency, consistency, and scalability. Includes account management, CSM, and renewal processes.
Identify operational bottlenecks and propose data-backed solutions.
Support system configuration and workflow automation within CS platforms (e.g., Gainsight, Salesforce).
Collaborate cross-functionally to ensure processes align with the full customer lifecycle.
*AI Enablement \& Innovation*
Evaluate and implement AI-powered tools that enhance account team productivity, customer engagement, and internal operations.
Develop and maintain AI-assisted workflows (e.g., automated summaries, predictive insights, content generation).
Train account teams on new AI capabilities and best practices.
Monitor performance of AI tools and continuously refine use cases.
What You Bring
Required
2–4\+ years in Customer Success Operations, Revenue Operations, Business Operations, or a similar analytical role.
Strong experience with reporting and BI tools (e.g., Tableau, Power BI, Looker, Gainsight dashboards).
Proficiency with Salesforce or similar CRM platforms.
Demonstrated ability to analyze data, identify trends, and communicate insights clearly.
Experience creating executive-level presentations and summarizing data for senior leadership.
Proven ability to “sell” ideas and influence stakeholders through compelling data storytelling.
Experience documenting and improving business processes.
Curiosity and comfort experimenting with AI tools and automation technologies.
Preferred
Experience in SaaS, especially B2B software.
Familiarity with Gainsight, Totango, or other CS platforms.
Basic SQL or data modeling skills.
Exposure to AI/ML tools (e.g., generative AI, predictive scoring, workflow automation).
Strong project management skills and the ability to drive initiatives from concept to execution.
*Who You Are*
You think in systems and love making things more efficient.
You’re energized by solving problems with data and turning insights into action.
You’re comfortable presenting to executives and crafting crisp, strategic summaries.
You’re excited about the future of AI and how it can transform Customer Success.
You thrive in a fast-moving environment and enjoy building structures where it doesn’t yet exist.
Why Work at Zywave?
Zywave empowers insurers and brokers to drive profitable growth and thrive in today’s escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found at www.zywave.com.
