Senior Operations Analyst (Customer Success)

About the role

We are seeking a highly motivated and detail-oriented Analyst to join our Customer Success and Services (CSS) team. The Analyst, CSS Operations, will play a critical role in supporting the efficiency, effectiveness, and scalability of our CS&PS organisations. This individual will be responsible for data analysis, process improvement, reporting, and operational support to ensure our Customer Success Managers (CSMs) and Professional Service Consultants have the necessary tools, insights, and streamlined processes to deliver exceptional customer value and drive retention and growth.

About Mambu

Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people.

What you’ll do

• Develop, maintain, and automate key performance indicator (KPI) dashboards and reports for CS&PS leadership, focusing on metrics such as customer health scores, retention rates, net expansion, time-to-value, utilisation rates, and project profitability.
• Conduct deep-dive analysis on operational data to identify trends, root causes of inefficiencies, and opportunities for process optimisation and improved customer outcomes.
• Provide regular and ad-hoc data analysis to support strategic decision-making related to staffing, resource allocation, and territory management.
• Ensure data integrity and consistency across CS&PS systems and reporting tools (e.g., CRM, Customer Success Platform).
• Serve as a key administrator and subject matter expert for CS&PS technology stack, including the Customer Success Platform (e.g., SFDC, Gainsight, ChurnZero) and related tools.
• Identify, document, and implement process improvements that streamline CS&PS workflows, such as customer onboarding, QBR preparation, project lifecycle management, and hand-offs between teams.
• Assist in defining and standardising operational procedures, best practices, and playbooks for the CS&PS teams.
• Manage user access, configuration, and maintenance of operational systems to align with evolving business needs.
• Support the forecasting and resource planning processes for the Professional Services team, tracking consultant utilisation and capacity.
• Collaborate with Finance and Sales Operations teams to ensure alignment on customer lifecycle reporting, renewals, and revenue recognition.
• Develop training materials and conduct sessions for the CS&PS teams on new processes, tools, and reporting functionalities.
• Manage and track operational projects from initiation through completion, ensuring timely delivery and stakeholder communication.

What you’ll bring

• 4+ years of experience in an Operations, Analyst, or similar role, preferably supporting Customer Success, Professional Services, or Sales organisations.
• Proficiency in data analysis and visualisation tools (e.g., Tableau, Power BI, Google Sheets/Excel).
• Strong experience with CRM platforms (e.g., Salesforce) and a Customer Success Platform (e.g., Gainsight, Catalyst, ChurnZero).
• Excellent analytical, quantitative, and problem-solving skills with a keen attention to detail.
• Ability to translate complex data into actionable insights and communicate them effectively to non-technical stakeholders.
• Experience with process mapping and improvement methodologies.
• Knowledge of the SaaS business model and key Customer Success metrics (ARR, Churn, NRR, LTV) would be a plus.
• High degree of intellectual curiosity and a strong desire to learn and implement best practices in CS Operations.
• Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment.

What you’ll get

Join us to shape the future of banking, where your professional growth is equally as valued as your personal well-being.

• Competitive base salary
• Company equity for all
• Learning and development opportunities
• Hybrid/Remote working (location dependant)
• 30 day working abroad
• 4 week paid sabbatical after 5 years service
• Additional benefits based on location

As part of the recruitment (or HR onboarding) process, you will be required to obtain authorized criminal background and credit screening results, as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.