Customer Success Operations Analyst (Information Technology)

Role Summary
We are seeking an experienced Customer Success Operations Analyst to join our post-sales operations team as a high-impact individual contributor. This role is central to our efforts in maximizing customer retention and renewal success. The analyst will own the Available to Renew (ATR) pipeline, develop forecasts for renewal bookings and churn risk, and deliver insights that inform strategic and tactical decisions across Customer Success and Renewals.
This position is ideal for a data-driven problem solver with 6+ years of experience, deep SQL and Excel skills, and a passion for optimizing post-sales outcomes in a fast-paced SaaS environment.Key Responsibilities

• Own the ATR Pipeline:
• Maintain and continuously refine the Available to Renew pipeline. Ensure accuracy and completeness in CRM data (e.g., renewal dates, values, stages) and proactively highlight discrepancies and upcoming renewals.
• Forecast Renewals and Churn:
• Build, maintain, and iterate on renewal forecasts-including expected churn, slippage, and on-time renewals. Partner with CS leaders to refine forecasting methodology and flag at-risk renewals.
• Analyze Customer Health & Trends:
• Use usage data, lifecycle metrics, and qualitative CSM inputs to identify renewal risk and opportunity. Translate findings into actionable insights that drive retention playbooks.
• Deliver Operational Reporting:
• Create and maintain dashboards and reports that track core KPIs-net/gross retention, renewal forecast vs. actual, churn reasons, and coverage ratios. Provide weekly updates to CS and Revenue leaders.
• Process Optimization & Best Practices:
• Identify gaps in the renewal workflow and partner with CS Ops, Finance, and RevOps to implement scalable improvements. Help drive automation and process clarity across renewal management.

Required Qualifications

• 6+ years in Customer Success, Revenue Operations, or Business Operations-preferably in B2B SaaS.
• Advanced proficiency in SQL (for data extraction and transformation) and Excel (modeling, analysis, pivoting, data visualization).
• Proven success building renewal forecasts, churn models, and customer health metrics.
• Strong understanding of SaaS renewal mechanics-e.g., NRR, GRR, ARR, churn reasons, and expansion levers.
• Excellent communication skills-able to distill insights and collaborate across Customer Success, Renewals, Sales, and Finance.
• High ownership mindset; thrives as a hands-on contributor and independent problem solver.

Preferred Skills

• Experience with Salesforce, Gainsight, or similar CS/CRM platforms.
• Familiarity with BI tools such as Looker, Tableau, or Power BI.
• Understanding of renewal workflows, contract terms, and post-sales handoffs.
• Experience supporting Enterprise CSM teams or complex customer lifecycles.

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint's differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):
$73,200 - $104,600 - $136,000
Base salaries for employees based in other locations are competitive for the employee's home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.