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The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways - from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.
The RoleAspenTech is seeking a Principal Customer Success Operations Analyst to support operational excellence within the Customer Success Management Operations team. This role serves as a key analytical contributor, responsible for designing and delivering reporting, dashboards, and insights that enable strategic Customer Success initiatives. The Analyst will collaborate closely with cross-functional teams across Customer Success, Support, Services, Training, and Partners to transform complex data-spanning Salesforce, marketing systems, usage data, and financial sources-into clear, actionable outputs that enhance internal CS execution and improve the customer experience.
The ideal candidate brings a solid understanding of Customer Success functions and the operational data that drives them, along with deep technical expertise in Power BI, data modeling, and business intelligence tooling. They are comfortable working with large, multi-source datasets, aligning reporting with defined KPIs and OKRs, and communicating insights that support leadership decisions. This role requires a detail-oriented, independent analyst with a strong data mindset and the ability to translate business needs into scalable, flexible reporting solutions.
Your Impact
- Design, build, and maintain scalable reports and Power BI dashboards that provide actionable insights to support Customer Success Management (CSM) strategy and execution.
- Translate complex, multi-source data-including Salesforce, marketing, usage, and financial systems-into clear, impactful visualizations that inform internal initiatives and improve the customer experience.
- Conduct deep-dive analyses to uncover trends, risks, and opportunities, and present findings in a format that supports strategic planning and operational improvement.
- Collaborate closely with the Director of CSM Operations and cross-functional stakeholders to understand evolving data needs, ensuring reporting solutions align with KPI and OKR frameworks defined by leadership.
- Support internal process optimization by providing data-driven visibility into performance, engagement, and operational outcomes across Customer Success.
- Ensure high standards of data integrity, governance, and consistency across all Customer Success Operations reporting.
- Work closely with Salesforce and Sales Ops teams to streamline data flows, enhance automation, and ensure alignment with enterprise reporting infrastructure.
- Act as a go-to resource for analytical support across the CSM Operations function, enabling efficient decision-making through timely and accurate reporting.
- Bachelor's degree required; advanced degree in Analytics, Business, or related field preferred.
- 6 plus years of experience in analytics roles within Customer Success, Revenue Operations, Professional Services, Finance, or a similar business function.
- Strong hands-on experience with Power BI, including dashboard development, Power Query (M), DAX, and data modeling.
- Proven ability to work with large, complex datasets across multiple systems (Salesforce, marketing automation platforms, usage data tools, financial systems).
- Familiarity with Customer Success processes and the types of data needed to support customer retention, engagement, and experience initiatives.
- Ability to build flexible, self-service reporting solutions that scale across teams and stakeholder levels.
- Strong communication skills, with the ability to explain analytical findings clearly to non-technical audiences.
- Demonstrated ability to manage multiple priorities and deliver high-quality work independently in a fast-paced environment.
- Comfortable partnering with leadership as a data expert.
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Aspen Technology, Inc.
Mar 27, 2025