Customer Success Operations Analyst

We are seeking a Lead Operations Analyst to drive cross-functional initiatives and enable scalable, consistent, and efficient processes and tooling for our Customer Success (CS) organization. This role will design and maintain global runbooks, partner with our internal system teams to create automation, manage intake of communication requests and enhance our internal and external communication platforms. The ideal candidate will combine operational rigor, workflow and automation expertise, and a drive to eliminate friction for customers and our internal teams.

Key Responsibilities

• Lead and partner on operational programs that span pre- and post-sales functions, aligning Customer Success, Operations, GTM, and Sales
• Build, maintain, and evolve runbooks, SOPs, and workflows for our Customer Success teams including onboarding, adoption, escalations, and risk management
• Partner with CS leadership and SMEs across all Customer Success functions to document best practices and ensure our processes are repeatable, accurate, and optimized
• Partner with internal system teams to design and implement process automations across CRM/CS platforms, ticketing system, and workflow engines
• Facilitate meetings and workshops (kickoffs, retrospectives, discovery, requirements, and design sessions) to drive clarity and alignment
• Create and manage a unified intake process, communication templates, and delivery calendar for communication requests impacting Customer Success and customers
• Serve as the liaison and customer advocate between Customer Success and internal partners to align messaging, reduce noise, and prevent duplication or conflict in communications to customers

This role has a hybrid working schedule of 2 days per week in our Dynatrace Office in Barcelona.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or a related field
• 6+ years of experience in Customer success operations, Marketing operations, Business operations, or a related discipline within the SaaS or technology sector

Preferred Qualifications

• Experience using data and metrics to drive prioritization and measurable improvements
• Ability to translate high-level business strategies into operational plans and programs
• Proven ability to work cross-functionally with technical and non-technical teams
• Deep experience building runbooks, SOPs, and operational documentation
• Strong process design, program management, and change management communication skills
• Hands-on experience with CRM or CS platforms and workflow automation tools

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.