Senior Customer Success Operations Analyst | Hybrid | Reston, VA

About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future.

These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

Ellucian is seeking a Sr Customer Success Operations Analyst to help Customer Success Managers spend more of their time creating value for customers and less time navigating administrative work, fragmented processes, and systems.

This role will design and improve the processes, automation, systems, and AI-enabled capabilities that make it easier for Customer Success teams to manage their portfolios, identify what requires attention, and execute consistent, high-quality customer engagements. The Analyst will also provide reliable operational visibility that helps CSMs prioritize their work and enables Customer Success leaders to make informed decisions.

The ideal candidate combines analytical and technical problem-solving skills with a strong understanding of how operational design can improve the day-to-day experience and effectiveness of Customer Success and related teams. This role will partner closely with Customer Success, Revenue Enablement, Business Intelligence, and other cross-functional teams to translate business needs into scalable operational solutions.

• Increase CS team capacity by identifying and eliminating unnecessary administrative work through process improvement, automation, and AI-enabled solutions.
• Make Customer Success processes easier and more consistent to execute by designing scalable workflows and translating business requirements into intuitive system experiences.
• Improve the quality of customer engagements by ensuring timely access to relevant customer context, signals, and recommended actions needed to prepare, prioritize, and engage effectively.
• Increase the value delivered through the Customer Success technology stack by configuring and optimizing
• Gainsight, Staircase AI, and related tools to support how CSMs work across the customer lifecycle.
• Use automation and AI to reduce manual effort, synthesize customer information, improve signal detection, and help teams identify where their attention will have the greatest impact.
• Improve portfolio and organizational visibility by creating and maintaining reporting, dashboards, and operational views that make customer health, risk, retention, growth, and execution priorities easy to understand and act upon.
• Build trust and confidence in the customer intelligence ecosystem by ensuring the accuracy, consistency, and reliability of data, signals, and system-generated insights through proactive data and integration management.
• Enable consistent execution of critical lifecycle motions, including risk management, business reviews, success planning, and other lifecycle programs.
• Drive adoption of new processes, tools, and ways of working through effective change management and multi-modal enablement,…