About this role.
AlphaSense is seeking a Senior Analyst for Customer Success Operations to drive productivity and improve efficiency across its Customer Success and Account Management teams. This role involves building and maintaining reporting on core CS metrics like NRR, GRR, and usage KPIs, supporting cross-functional projects, and serving as a go-to resource for customer-facing context. The ideal candidate has 3-5 years of customer ops experience in a high-growth B2B SaaS or AI company, with familiarity in Salesforce, Gainsight, and forecasting tools like Clari or Gong. This position thrives on ambiguity, cross-functional collaboration, and strategic execution in a fast-paced environment.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Analyst, Customer Success Operations position at AlphaSense. With over 4 years of experience in customer operations within high-growth B2B SaaS companies, I have developed a deep understanding of key metrics like NRR and GRR, along with hands-on expertise in Salesforce, Gainsight, and Clari. I thrive in ambiguous environments and enjoy building cross-functional relationships to drive strategic projects forward.
I am confident that my analytical skills and operational excellence would make a strong contribution to your Revenue Operations team. Thank you for considering my application.
Sincerely, [Your Name]
Sample interview questions
I would calculate GRR as the recurring revenue from existing customers at the start of a period minus churn and contraction, divided by the starting recurring revenue, not including expansion. NRR would include expansion revenue from upsells and cross-sells. For reporting, I would build a dashboard in Salesforce or Gainsight that tracks these metrics monthly, segmenting by cohort and customer size, and provide explanations for notable trends or anomalies to leadership.
In a previous role, we had inconsistent data across Salesforce and a separate billing system, making it difficult to assess renewal health. I took a proactive approach, mapping the data fields, identifying discrepancies, and working with IT to create a single source of truth. By cleaning and normalizing the data, I was able to provide reliable renewal reports that helped the team improve their forecasting accuracy by 20%.
I use a combination of impact, urgency, and alignment with strategic goals. I would document all requests in a centralized tracker, evaluate each based on business impact and leadership priorities, and align with the Senior Manager to ensure we are focusing on the most critical projects. I also communicate transparently with stakeholders about timelines and trade-offs to manage expectations.
I have used Salesforce as the primary CRM to manage accounts and opportunities, while Gainsight for health scoring, playbooks, and success snapshots. In my last role, I configured Gainsight to automate risk flags based on usage data, which allowed CSMs to focus on at-risk accounts. I also built dashboards in Salesforce to track adoption metrics and report on renewal likelihood.
First, I would verify the data to ensure there is no calculation error or data quality issue. Next, I would perform a deep dive to identify the contributing factors, such as increased churn in a specific segment, contraction from downgrades, or a drop in upsell activity. I would then communicate the findings to CS leadership, recommend action items like targeted retention campaigns or process changes, and monitor the metric weekly to see improvements.
About AlphaSense:
The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
About the Role
The Senior Analyst, Customer Success Operations is a critical role within our Revenue Operations team, bringing broad Customer Success and Account Management knowledge to support our most complex projects. You’ll serve as a cross-functional problem solver and connective layer across Customer Success Operations, making sure our programs and strategic work reflect real, on-the-ground context. This role is perfect for someone who thrives in ambiguity, enjoys being a go-to resource across functions, and wants a direct hand in how we execute our roadmap.
About the Team
The Customer Success – Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.
What You’ll Do
Domain Expertise: Bring working knowledge of customer success and account management into Customer Success Operations. Nice to have exposure to pre-sales and application specialist functions.
CS Metrics & Reporting: Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, translating trends into insight CS leadership can act on and run the QA checks that catch issues before they reach leadership.
Cross-Functional Deployment Support: Partner with cross-functional teams, including account managers, customer success managers, pre-sales, and application specialists when needed, on large and complex projects.
Strategic Project Execution: Support the Senior Manager, Customer Success Operations on program delivery across our customer base, including account level context that requires broad cross-functional fluency.
Cross-Functional Partnership: Build working relationships with pre-sales, application specialists, and CS leadership stakeholders to represent CS Operations needs and surface early signals.
Project Support: Contribute to broader strategic project delivery, including CS Platform and Usage Based Pricing, as capacity allows.
Be the go to person for cross-functional and customer facing context within Customer Success Operations.
Who You Are
3 to 5 years of customer ops experience, ideally at a high-growth B2B SaaS or AI company.
Prior exposure to customer success.
Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU.
Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong.
Comfortable working in ambiguity and solving open-ended problems with a proactive mindset.
Strong communication skills with the ability to influence and build trust with cross-functional teams.
Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines.
Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.
For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.
You may also be offered a performance-based bonus, equity, and a generous benefits program.
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
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