Senior Operations Analyst (Customer Success)

Job description

Who we are Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people. Explore exciting career opportunities and help shape the future of financial services. About the team: We are seeking a highly motivated and detail-oriented Analyst to join our Customer Success and Services (CSS) team. The Analyst, CSS Operations, will play a critical role in supporting the efficiency, effectiveness, and scalability of our CS&PS organisations. This individual will be responsible for data analysis, process improvement, reporting, and operational support to ensure our Customer Success Managers (CSMs) and Professional Service Consultants have the necessary tools, insights, and streamlined processes to deliver exceptional customer value and drive retention and growth. What you’ll do: - Develop, maintain, and automate key performance indicator (KPI) dashboards and reports for CS&PS leadership, focusing on metrics such as customer health scores, retention rates, net expansion, time-to-value, utilisation rates, and project profitability. - Conduct deep-dive analysis on operational data to identify trends, root causes o...