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AlphaSense is a market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. The company combines AI-driven search with public and private content (equity research, company filings, event transcripts, expert calls, news) to help sophisticated organizations remove uncertainty from decision-making. Founded in 2011 and headquartered in NYC with 2,000+ employees globally, AlphaSense acquired Tegus in 2024 to expand its content and product capabilities.
The Senior Analyst, Customer Success Operations role sits within the Revenue Operations team and serves as a critical cross-functional problem solver. You will bring deep customer success and account management knowledge to support complex, strategic projects while acting as a connective layer across the organization.
Key responsibilities include: building and maintaining reporting on core CS metrics (NRR, GRR, renewal rate, usage/engagement KPIs); translating metric trends into actionable insights for CS leadership; partnering with account managers, CSMs, pre-sales, and application specialists on large-scale projects; supporting the Senior Manager on program delivery with account-level context; and contributing to strategic initiatives like CS Platform and Usage-Based Pricing implementation. You'll be the go-to resource for cross-functional and customer-facing context within Customer Success Operations.
You bring 3–5 years of customer ops experience, ideally at a high-growth B2B SaaS or AI company, with prior exposure to customer success functions. You have a strong understanding of SaaS metrics (NRR, GRR, renewal rate, MAU, DAU) and are comfortable working in Salesforce, Gainsight, and forecasting tools (Clari, Gong). You thrive in ambiguity, solve open-ended problems proactively, communicate effectively across functions, and manage multiple priorities under tight deadlines. Bonus skills include SQL, data warehouse tools (Snowflake, BigQuery), and BI platforms (Tableau).
