Customer Success Operations Analyst

About OpenSesame:

OpenSesame is disrupting the workforce development industry, leveraging an AI-powered marketplace of more than 50,000 skills courses, complemented by assessments, content authoring, curation, personalized learning pathways, and virtual coaching. eLearning is delivered seamlessly through existing enterprise systems and in the flow of work. More than 2,000 companies, including 150+ of the Global2000, rely on OpenSesame to develop the world’s most productive and admired workforces.

Learn more: www.opensesame.com/about

About the Team:

The Customer Success Operations team enables the Customer Success organization to work smarter, scale more effectively, and deliver better customer outcomes. This team partners across systems, process design, lifecycle strategy, and automation to improve how we support customers across both managed and digitally led motions.

About the Role:

OpenSesame is hiring a data-driven, systems-minded, and highly analytical CS Operations Analyst to help power smarter decision-making across the Customer Success organization. This role will own the reporting, dashboards, and data-informed automation support for Customer Success teams.

As an operator on this team, you will turn customer and operational data into reliable dashboards, clear and actionable insights, and scalable automations. You will be the bridge between our data and our strategy - working alongside Data Engineering to ensure we have the right data foundations, and partnering with the CS Ops Manager to turn those foundations into scalable automation solutions, including scorecards, lifecycle programs, and tech touch strategies.

This operator will help shape the future of Customer Success at OpenSesame by designing human+AI workflows that expand CSM capacity, improve consistency, and better service our customers across segments.

What you’ll do:

Build and own scalable reporting, dashboards, and forecasting that give CSM and Customer Success leaders clear visibility into customer health, risk, and growth opportunities.

You will act as a steward for CS data integrity, collaborating with Data Engineering to establish the standards and definitions that ensure our metrics are consistent and trusted across the company.

Turn customer, product, and revenue data into actionable insights that drive retention, expansion, and smarter lifecycle decisions.

Partner cross-functionally to translate insights into action—shaping health scores, segmentation, automations, and customer programs.

Leverage AI and automation tools to scale customer outreach, predict churn risks, and reduce manual operational overhead for the CS team.

Design and implement AI-powered and agent-based workflows that help CSMs manage their portfolios more efficiently and spend more time on strategic customer work.

Key Performance Objectives:

Within 30 days:

Build a strong understanding of OpenSesame’s Customer Success strategy, customer motions, lifecycle stages, KPIs, and opera