Customer Success Operations Analyst

The Customer Success Operations Analyst runs the analytical and operational engine of the Customer Success Operations function. The purpose of the role is a customer health picture that every region recognises, produced to a cadence and early enough to change the outcome on an account.

Scope covers the customer health model and its scoring across the full Energy and Utilities customer base; risk flagging and the tracking of intervention; contractual notice window and renewal readiness tracking; customer sentiment measurement; and the customer success reporting that feeds the monthly business review.

Hansen’s Energy and Utilities contracts are long dated and largely evergreen, so retention is managed as a continuous lifecycle. The role gives regional Customer Success Managers and commercial leadership the visibility to act well ahead of the contractual notice window.

This is a build role. The first year is spent establishing the measurement baseline, scoring the health model across the full base and moving customer success reporting into automated form, so that the function publishes its view to a fixed calendar.