Client Success Operations Analyst

About Smokeball

Join an award-winning legal tech company that’s transforming how law firms work by boosting their organization, productivity, and profitability with software they actually love. Smokeball is a global, community-driven company united by a love for the law and a mission to help small and midsize firms thrive. We’re passionate about what we do and our clients know it! If you’re looking for a company that truly cares about its clients and its people, you’re in the right place.

About the Role

We’re looking for a highly execution-oriented Client Success Operations Analyst to calibrate and operationalize the systems, automation, reporting, and intelligence that power our Client Success team.

We're sitting on a goldmine of customer data and we need the person who's going to turn it into intelligence.

As our Client Success Operations Analyst, you'll sit at the intersection of data, systems, and AI to give our CS team superpowers: better insights, smarter workflows, and less time spent on tasks that shouldn't require a human. The foundation is already here, the data, the platforms, the clients. Your job is to connect the dots, sharpen the signal, and build the automated workflows that let our CSMs focus on what actually moves the needle.

You'll report directly to the Vice President of Client Success and have a front-row seat to how a modern CS org operates and a direct hand in shaping it. You’ll support the VP of CS in rewriting the CS playbook using an AI first approach.

What You'll Own

• Administer and optimize our CS platforms (ChurnZero, and related tooling) keeping data clean, workflows smart, and the system useful
• Leverge AI tools and technology to build and maintain dashboards and reports that surface churn risk, expansion opportunity, and engagement health across the book of business
• Design and automate workflows that reduce manual lift for CSMs, from onsite visit summaries to Client Success Plan updates
• Operationalize AI tools to improve churn scores, engagement scores, and proactive outreach triggers
• Establish and enforce a consistent standard for client visit documentation and Voice of Customer (VOC) data capture
• Translate raw customer data into actionable intelligence the team can act on and that leadership can trust
• Create executive-ready reporting for:

-NRR / GRR

-Churn & contraction trends

-Expansion performance

-CSM activity & productivity

-Surface proactive insights, not just metrics

-Identify leading indicators of churn and growth

What We're Looking For

• 2–3 years of experience in CS Ops, Revenue Ops, or a data/analytics role, ideally inside a SaaS company
• Hands-on experience with a CS platform (ie. ChurnZero, Gainsight, etc.)
• Comfortable writing queries, building dashboards, and telling a story with data
• Excited by (and experience with) AI and automation tools, you don't just use them, you think about how to deploy them strategically
• A process brain: you see inconsistency and want to fix it; you see a manual task and want to automate it
• Low ego, high output, you're energized by building things that make others more effective

Why This Role Is a Big Deal

You won't have direct reports, but you will have a direct impact. Every CSM on our team will be more effective because of the systems, data, and workflows you build. This is a revenue protection and operating leverage investment and you're the force multiplier behind it.

If you want a role where you can see your fingerprints on the business, this is it.

What's in it for you

💵 Competitive Salary

💹 Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

🧘 Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

👶Parental leave

🥡 Office lunch and loads of snacks

🧢 And of course...the SWAG!

*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.