Lead, Customer Success Operations Analyst

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.