Customer Success Operations Analyst

About Us: At International Development Resources (IDR), we believe that our greatest asset is our people. We're a diverse, passionate, and forward-thinking team that values creativity, collaboration, and continuous learning. When you join IDR, you become part of a global network dedicated to building technology that transforms businesses and makes a real-world impact.

The Opportunity: We're looking for a Customer Success Operations Analyst to support and scale our post-sale customer journey. This role sits within the Customer Success organization and focuses on improving the processes, systems, and data that drive retention, expansion, and overall customer health. You will work closely with Customer Success Managers (CSMs), Sales, and RevOps to ensure our teams have the insights, tools, and workflows needed to deliver a high-quality customer experience.

Key Responsibilities

• Workflow Optimization: Optimize and scale Customer Success workflows across onboarding, adoption, renewals, and expansion.
• Data & Analytics: Build and maintain dashboards; analyze key metrics such as churn, NRR, adoption, and health to drive actionable insights.
• Systems Management: Own and optimize CS systems (CRM, CS platforms), ensuring data accuracy and integrity across the organization.
• Cross-Functional Partnership: Partner with Sales, RevOps, Product, and Support to align on lifecycle strategies and customer insights.
• Growth Support: Support renewal tracking, forecasting, and expansion processes to ensure business predictability.
• Scalable Strategy: Develop scalable playbooks and customer health scoring models to improve the post-sale experience.

What We're Looking For (Qualifications and Skills)

• English Proficiency: Fluency in English is a must (B2/C1 level).
• Professional Experience: Minimum of 5 years of experience in similar roles, specifically within SaaS software companies.
• CRM Expertise: Proven experience using Salesforce.com CRM.
• Education: Bachelor's degree.
• Technical Proficiency: Highly skilled in MS Office Applications, with a mastery of Excel.
• Analytical Mindset: Possess a strong analytical mind combined with commercial acumen.
• Agility: Ability to perform in a fast-paced environment and meet strict deadlines.
• Communication: Proactive with excellent interpersonal and communication skills.
• Stakeholder Management: Ability to work effectively in matrix environments with a wide range of stakeholders.

Why Join Us?

• A People-First Culture: We are a hardworking, people-first company dedicated to your happiness and well-being.
• Clear Career Path: We prioritize your growth, ensuring you have a defined career path and opportunities to thrive.
• Respect & Open Communication: We cultivate an environment of mutual respect and open communication, where every voice is valued, and every idea can grow.
• Competitive compensation and benefits package.