Customer Success Operations Analyst

We are seeking a highly motivated and analytical Customer Success Operations Analyst to join our dynamic team. This critical role focuses on optimizing the efficiency and effectiveness of our Customer Success organization by managing our processes, technology stack and data insights. You will be instrumental in ensuring our Client Partners and Technical Account Managers have the tools, workflows, and information they need to drive customer adoption, retention, and expansion. Deep, hands-on experience with the Planhat platform is essential for this role. Role responsibilities Planhat Platform Management & Optimisation: Serve as the primary system administrator for Planhat, managing configuration, customization, user roles/permissions, and ongoing maintenance Develop and implement Planhat workflows, playbooks, automation rules, health scoring models, and reporting dashboards to support CS objectives Ensure data integrity within Planhat, managing data flows and integrations with other key systems (e.g., CRM like Salesforce, support ticketing, product usage data) Stay current with Planhat product updates and best practices, evaluating and implementing new features to enhance CS operations Troubleshoot Planhat issues and provide support to the CS team Process Improvement & Workflow Design Analyze existing CS processes (e.g., onboarding, QBRs, renewals, escalations) to identify bottlenecks and areas for improvement Design, document, and implement streamlined, scalable CS workflows, leveraging Planhat capabilities Drive adoption of new processes and best practices across the CS team Data Analysis & Reporting Develop and maintain key CS metrics, reports, and dashboards within Planhat and potentially BI tools Analyze CS data (e.g., health scores, product adoption, engagement, renewal rates, churn reasons, Sentiment Score) to identify trends, risks, and opportunities Provide actionable insights and regular performance reports to CS leadership and other stakeholders Support territory planning, capacity modeling, and compensation plan administration for the CS team Technology & Enablement Manage and optimize the broader CS technology stack, ensuring seamless integration and data flow, with Planhat as the central hub Develop and deliver training materials and sessions for the CS team on Planhat usage, new features, and operational processes Create and maintain documentation for CS processes and Planhat configurations Cross-Functional Collaboration Partner closely with Sales Operations, Marketing Operations, Product, Finance, and Data teams to ensure alignment and effective data sharing Collaborate on initiatives that impact the customer lifecycle and require operational support

CAST AI is the leading Kubernetes cost optimization platform for AWS, GCP and Azure customers. The company is on a mission to deliver a fully automated Kubernetes experience. What's unique about CAST AI is that its platform goes beyond monitoring clusters and making recommendations; it utilizes advanced machine learning algorithms to analyze and automatically optimize clusters, saving customers 50% or more on their cloud spend, improving performance and reliability, and boosting DevOps and engineering productivity. CAST AI has around 200 employees globally and is headquartered in Miami, Florida.