Customer Success Operations Analyst

About the role

The Customer Success Operations Analyst will run the analytical and operational engine behind Customer Success Operations for Hansen’s Energy and Utilities business. This role will create a clear, consistent view of customer health across regions, helping Customer Success Managers and commercial leaders identify risk early, track intervention and act well ahead of contractual notice windows.

What you'll do

• Operate and maintain the customer health model, scoring every Energy and Utilities account against agreed inputs and cadence
• Keep health scoring criteria up to date across key measures, such as customer sentiment, executive engagement and value realisation
• Raise customer risk flags, route them to the relevant Customer Success Manager, regional leadership and track intervention progress through to remediation
• Maintain visibility of contractual notice windows and renewal dates, ensuring accounts are reviewed well before key deadlines
• Manage the renewal readiness process and develop account-level revenue retention forecasts, monitoring accuracy over time

What you need

• Customer success
• CRM
• Sales
• Microsoft Dynamics
• Telecom
• Any graduate

Good to have

• Office 365
• Power BI
• SQL
• Data modelling