Senior Analyst, Customer Success OperationsThe Senior Customer Success Operations Analyst serves as a strategic business partner to the Head of Customer Success Americas, supporting the Success Management, Professional Services, Organizational Change Management (OCM), and SaaS Delivery Management Office (SDMO) organizations. This role is responsible for driving operational excellence, business performance visibility, and strategic planning across the customer lifecycle.
The ideal candidate combines strong analytical capabilities, executive communication skills, and operational leadership to help scale customer success programs, improve customer outcomes, reduce renewal risk, and enable data-driven decision-making. This individual will operate as a trusted advisor to senior leadership, translating complex business challenges into actionable insights, repeatable processes, and measurable outcomes.
Day-to-Day Responsibilities- Partner directly with Customer Success leadership to monitor business performance, identify risks, and drive operational improvements.
- Build and maintain scorecards and reporting that provide visibility into customer health, adoption, retention, renewal readiness, and team performance.
- Analyze customer and operational data to identify trends, uncover root causes, and develop actionable recommendations for leadership.
- Support business planning activities including forecasting, capacity modeling, resource planning, and performance management.
- Lead recurring business reviews and operational cadences, ensuring alignment on key priorities, risks, performance gaps, and mitigation plans.
- Drive governance of customer health programs, renewal readiness reviews, and at-risk account management processes.
- Partner with Customer Success, Sales, Professional Services, Subscription Management, and Operations teams to improve customer outcomes and reduce retention risk.
- Work with Business Intelligence and Systems teams to improve data quality, automate reporting, and scale operational processes.
- Lead strategic projects and special initiatives on behalf of Customer Success leadership.
Skills and Knowledge:- 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Analytics, or a related field.
- Strong analytical and business intelligence capabilities, including dashboard development and executive reporting.
- Experience with forecasting, business planning, capacity analysis, and data modeling.
- Proven ability to influence cross-functional stakeholders and drive outcomes without direct authority.
- Excellent executive communication and presentation skills.
- Experience with Salesforce, Gainsight (or similar CS platform), Power BI/Tableau, and advanced Excel.
- Experience supporting subscription, SaaS, or renewal-based business models preferred.
Basic Qualifications:- Bachelor's degree in Business, Finance, Analytics, or related.
PTC carefully considers a wide range of factors when determining compensation. The anticipated annual salary range for this position is between $95,000 - $115,000. The salary range reflects a good-faith estimate of compensation at the time of posting.
Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Eligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP) which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to plan eligibility and other terms and conditions.
For more information about PTC's comprehensive benefits, please visit our Careers Page.
Applications will be accepted on an on-going basis.
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This position is not eligible for employment-based immigration sponsorship. Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.
