Job Details

We are seeking aSenior Analyst, Customer Success Operationsto support our customer-facing organization, spanningTraining & Knowledge, Customer Support, and Customer Success . This role will serve as a central analytical partner focused on building performance visibility, executing high-quality analysis, and supporting data-driven decision-making across the customer organization.This role will interact very closely with the Chief Customer Officer (CCO), this role is ideal for an analytical, execution-oriented professional who enjoys turning complexity into clarity. Initially, the role will focus on executing analysis and reporting, with close partnership and guidance from the CCO. Over time, the Sr. Associate will grow into a trusted thought partner who helps surface trends, sharpen questions, and inform strategic decisions.This role plays a critical part in bringing clarity and consistency to how we understand and manage the customer experience at scale. By strengthening KPI visibility and customer journey insights, the Sr. Associate will directly influence how we onboard, train, support, and retain thousands of users across our platform.What You'll DoAnalytical Decision SupportExecute ad hoc and recurring analyses to support decision-making across the Customer Organization (Training & Knowledge, Customer Support, and Customer Success)Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)Prepare clear, executive-ready summaries, visuals, and recommendations for leadership reviewPartner closely with the CCO to refine analytical framing and outputsKPI Reporting & Performance InfrastructureDesign, build, and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviewsDefine and standardize metrics in partnership with functional leadersEstablish consistent metric definitions, data sources, and reporting cadencesEvolve reporting from descriptive metrics to insight-oriented views that highlight trends, changes, and exceptionsCustomer Journey, Health & Adoption AnalyticsAnalyze performance across key stages of the customer journey, including onboarding, training, adoption, ongoing usage, and renewalSupport development of customer health frameworks and adoption indicatorsIdentify early signals of customer risk, friction, or opportunity based on usage, training, and support dataBuild reporting and insights that enable proactive engagement by customer-facing teamsTrack customer cohorts over time to understand drivers of retentionSystems & Process Enablement (Analytical Support)Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)Provide analytical input into customer journey and process improvement initiativesAssess effectiveness of tools and workflows using data and observed outcomesEnsure systems generate usable, decision-quality data to support reporting and analysisWhat We're Looking ForExperienceUS Citizenship Required3-5 years of experience in consulting, analytics, finance, operations, or a related fieldExperience supporting customer-facing, services, SaaS, or scaled operations environments preferredBackground in analytics-driven decision support rather than pure BI or tool administrationSkillsStrong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)Microsoft SQLAdvanced Excel proficiencyStrong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insightsComfort leveraging AI tools to enhance analysis and efficiencyClear written and verbal communication skills for leadership audiencesWorking Style & MindsetExecution-oriented, analytical, and detail-consciousComfortable operating in a supporting, advisory role with senior leadersThoughtful and objective; able to surface insights without forcing changeAble to work effectively with tenured team members and subject-matter expertsMotivated to grow into greater strategic responsibility over timeWhy Join LeadsOnline?Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that valuesService, Energy, Ownership,andPeople.What You Can Expect From Us:We serve withEnergy , diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided byOwnership , we continually push to make our products better and to make each other better.At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That'sService ,Energy ,Ownership,andPeoplein action.LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.