1h 9m ago
Lead, Customer Success Operations Analyst
$123.1k - $184.7k USD/yr
salesforcesnowflaketableausqlexcel
🏢On-site
|United States of AmericaLead, Customer Success Operations Analyst
Rubrik | Cybersecurity
1h 9m agoOn-site
Full Time
IC
United States of America
$123.1k - $184.7k USD/yr
Title: Lead, Customer Success Operations Analyst
Location: Palo Alto, CA
About the role
Rubrik's Customer Success and Renewals organization is the operational backbone that keeps our retention and growth motions running as a measurable, automated, insight-driven system. We're looking for a senior Customer Success Operations professional to be the operational engine behind these motions — building the automation that removes manual toil, turning scattered data into trusted analytics, and acting as the connective tissue between Customer Success, Renewals, RevOps, Product, and Engineering.
What You'll Do
- Design and build automation across the customer lifecycle — onboarding, adoption tracking, renewal triggers, risk alerts, health-score refreshes — replacing manual workflows with scalable, self-refreshing processes.
- Partner with Product and Engineering to instrument customer and telemetry signals into the reporting layer, and coordinate on closing technical/product gaps surfaced by CS and Renewals data.
- Build and own CS/Renewals dashboards and executive data packs covering GRR/NRR, renewal trends, churn/downsell drivers, at-risk accounts, health distribution, adoption, and time-to-value.
- Design and govern product metrics across product/eng and post sales teams; own data integrity across Salesforce, the CS platform, Snowflake, and Tableau.
- Apply AI/LLM tools to automate reporting, build workflows and frameworks from scratch, accelerate analysis, and reduce manual operational work — and help set the standard for how the post-sales org uses AI to scale.
- Act as the operational bridge across RevOps, Sales Ops, Finance, Support Ops, Enablement, and Data/BI — leading cross-functional programs and driving alignment on data, definitions, and scaling initiatives.
- Deliver ad hoc and recurring analysis that turns raw data into decision-ready insight for CS and Renewals leadership.
Experience you’ll need
- Minimum of 6 years in Customer Success Operations, Revenue Operations, Sales Ops, or a CS/analytics function in B2B SaaS or enterprise technology.
- Bachelor's degree in Engineering, Computer Science, or a related technical field preferred.
- Excel skills, plus fluency in SQL, Tableau, and Snowflake — able to independently build dashboards, + skills and frameworks/apps or agents, define metrics, and derive insight from complex, multi-source data.
- Demonstrated experience designing and building automations: workflow automation, triggered actions, CS-platform configuration.
- Hands-on experience applying AI/LLM tools to automate reporting, analysis, or operational workflows. Deep familiarity with Salesforce and a Customer Success platform (Gainsight, Totango, Planhat, or similar).
- Fluency in core post-sales metrics — GRR, NRR, churn, downsell, health scoring, segmentation, renewal motions — and judgment on which ones drive decisions.
- Strong technical/product reasoning, program-management ability, and a track record presenting metrics and insight to senior leadership.
#LI-PM2
The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
US Pay Range
$123,100—$184,700 USD
Join Us in Securing and Accelerating the World's AI Transformation
Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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Inclusion @ Rubrik
At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:
Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
Equal Opportunity Employer/Veterans/Disabled
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Rubrik provides equal employment opportunities to employees and applicants in all terms and conditions of employment, including recruiting, hiring, promotion, compensation, training, leave, and termination.
EEO IS THE LAW
NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS
Required Skills
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Required Languages
🇬🇧 English