Senior Operations Analyst (Customer Success)

Join the fintech revolution with Mambu the leading SaaS cloud banking platform. Were 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.

• 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 of inefficiencies and opportunities for process optimisation and improved customer outcomes.
• Provide regular and ad-hoc data analysis to support strategic decision-making related to staffing resource allocation and territory management.
• Ensure data integrity and consistency across CS&PS systems and reporting tools (e.g. CRM Customer Success Platform)
• Serve as a key administrator and subject matter expert for CS&PS technology stack including the Customer Success Platform (e.g. SFDC Gainsight ChurnZero) and related tools.
• Identify document and implement process improvements that streamline CS&PS workflows such as customer onboarding QBR preparation project lifecycle management and hand-offs between teams.
• Assist in defining and standardising operational procedures best practices and playbooks for the CS&PS teams.
• Manage user access configuration and maintenance of operational systems to align with evolving business needs.
• Support the forecasting and resource planning processes for the Professional Services team tracking consultant utilisation and capacity.
• Collaborate with Finance and Sales Operations teams to ensure alignment on customer lifecycle reporting renewals and revenue recognition.
• Develop training materials and conduct sessions for the CS&PS teams on new processes tools and reporting functionalities.
• Manage and track operational projects from initiation through completion ensuring timely delivery and stakeholder communication.

• Bachelors degree in Business Finance Operations Data Science or a related field.
• 4 years of experience in an Operations Analyst or similar role preferably supporting Customer Success Professional Services or Sales organisations.
• Proficiency in data analysis and visualisation tools (e.g. Tableau Power BI Google Sheets/Excel).
• Strong experience with CRM platforms (e.g. Salesforce) and a Customer Success Platform (e.g. Gainsight Catalyst ChurnZero).
• Excellent analytical quantitative and problem-solving skills with a keen attention to detail.
• Ability to translate complex data into actionable insights and communicate them effectively to non-technical stakeholders.
• Experience with process mapping and improvement methodologies.
• Knowledge of the SaaS business model and key Customer Success metrics (ARR Churn NRR LTV) would be a plus.
• High degree of intellectual curiosity and a strong desire to learn and implement best practices in CS Operations.
• Ability to manage multiple projects simultaneously in a fast-paced dynamic environment.

Join us to shape the future of banking where your professional growth is equally as valued as your personal well-being.

• Competitive base salary
• Company equity for all
• Learning and development opportunities
• Hybrid/Remote working (location dependant)
• 30 day working abroad
• 4 week paid sabbatical after 5 years service
• Additional benefits based on location

Follow Mambu onLinkedInfor the latest Fintech trends and success stories. Connect with us onFacebookInstagram andYouTubeto experience our vibrant culture. Explore our mission values and the world were building at Check out ourInsights Hubfor industry insights Mambu blogs webinars and upcoming events.

As part of the recruitment (or HR onboarding) process you will be required to obtain authorized criminal background and credit screening results as well as be queried against a sanctions/anti-money-laundering/counter terrorism financing/politically exposed persons screening service and your employment is conditional upon approval of these results.

At Mambu we encourage all interested candidates to apply even if they dont meet every listed qualification as we value diversity and recognize that experience doesnt always perfectly align with job descriptions. We are committed to providing equal opportunities for applicants with disabilities; if you need assistance during the application process please contact