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Client Success Operations Analyst 

EOE StatementAscentis is proud to be an Equal Opportunity Employer.

As a Client Success Operations Analyst, you will drive retention and engagement by managing the Key Performance Indicators set forth for the Client Success Team. Ultimately, your goal is to improve customer loyalty, reduce churn and uncover untapped upsell/cross-sell opportunities by managing the key activities the CSM is measured on. You will be responsible for reporting out success against our KPI’s to department and executive leadership while collaborating with the CSM’s on continual improvement opportunities. Centered around our cultural norms, you will collaborate across the organization to create an unsurpassed Ascentis experience for our clients.

Cultural Norms:


What are the general responsibilities of the position?

  • Measure, monitor, and report out against KPI’s and key activity drivers for the client success team
  • Understand, analyze, and make recommendations to combat churn within our clients and drive retention.
  • Identify at risk customers and work directly with the customer success managers to remedy key concerns and follow through to resolution.
  • Monitor and measure a client’s product usage.
  • Build awareness and adoption of new features.
  • Identify opportunities for expansion across the client base
  • Collaborate with the broader account team (Support, Professional Services, Product).
  • Create and manage processes around client feedback, including NPS scores.
  • Report our performance against KPI’s to the Ascentis management team
Position Requirements

What are we looking for in a candidate?

  • Thrive in fast-paced, collaborative environments
  • Naturally curious and inquisitive
  • Understand how to use data points to analyze top priorities
  • Strong time management and organizational skills
  • Dynamic, highly motivated, organized, self-starter
  • Excellent written and verbal communication skills, including presentation experience
  • Proficient in MS excel and/or other analytical tools

Education/experience/technical considerations:

  • Bachelor’s degree required
  • 2+ years of client success or operations experience in SaaS companies
Location Minneapolis  
About the Organization The Ascentis mission is to create innovative products that are easy to use for the often under-served mid-market that cover the full Human Capital Management (HCM) suite. This full suite approach combined with an amazing team equals success!

We at Ascentis firmly believe that a product is only as good as the people behind it. Whether it's platform development, technology maintenance, client support, product management, sales or operations, all of our employees see the direct impact of their work. As a leader and one of the fastest growing 'Software as a Service' (SaaS) companies in the Human Capital Management space, Ascentis focuses on hiring talented and motivated people from diverse backgrounds. If you want to channel your ambition and drive for success, you belong with Ascentis!

Ascentis has grown tremendously over the last 3 years. Recently, we announced a majority recapitalization by global growth equity investor Summit Partners. Summit invests across growth sectors of the global economy and has invested in more than 440 companies in technology, healthcare, life sciences and other growth industries. These companies have completed more than 140 public equity offerings. So, needless to say, we are all extremely excited with where we are headed!


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