Senior Analyst, Customer Success Operations

About AlphaSense: AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit www.alpha-sense.com . Come join us. About the Role The Senior Analyst, Customer Success Operations is a critical role within our Revenue Operations team, bringing broad Customer Success and Account Management knowledge to support our most complex projects. You'll serve as a cross-functional problem solver and connective layer across Customer Success Operations, making sure our programs and strategic work reflect real, on-the-ground context. This role is perfect for someone who thrives in ambiguity, enjoys being a go-to resource across functions, and wants a direct hand in how we execute our roadmap. About the Team The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment. What You'll Do • Domain Expertise: Bring working knowledge of customer success and account management into Customer Success Operations. Nice to have exposure to pre-sales and application specialist functions. • CS Metrics & Reporting: Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, translating trends into insight CS leadership can act on and run the QA checks that catch issues before they reach leadership. • Cross-Functional Deployment Support: Partner with cross-functional teams, including account managers, customer success managers, pre-sales, and application specialists when needed, on large and complex projects. • Strategic Project Execution: Support the Senior Manager, Customer Success Operations on program delivery across our customer base, including account level context that requires broad cross-functional fluency. • Cross-Functional Partnership: Build working relationships with pre-sales, application specialists, and CS leadership stakeholders to represent CS Operations needs and surface early signals. • Project Support: Contribute to broader strategic project delivery, including CS Platform and Usage Based Pricing, as capacity allows. • Be the go to person for cross-functional and customer facing context within Customer Success Operations. Who You Are • 3 to 5 years of customer ops experience, ideally at a high-growth B2B SaaS or AI company. • Prior exposure to customer success. • Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU. • Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong. • Comfortable working in amb