Operations Analyst

Lead Forensics

Customer Success Manager optimizing Power BI reporting suite and CRM to support SaaS Customer Success metrics. Managing reporting frameworks and delivering insights across key metrics in a hybrid environment.

Posted 6/20/2026full-timePortsmouth • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Responsible for managing and optimising our Power BI reporting suite and our Customer Success CRM/CSP (Planhat) to deliver high-quality reporting
Own the creation, maintenance, and continuous improvement of reporting frameworks
Ensure stakeholders have clear visibility of performance across key metrics such as retention, churn, expansion, and activity
Manage multiple priorities, support cross-functional initiatives, and ensure data accuracy and consistency across systems
Build, maintain, and continuously improve Power BI dashboards and reporting suites
Produce regular and ad-hoc reporting for Customer Success leadership
Ensure consistent definitions and tracking of key metrics (churn, retention, expansion, activity)
Deliver insight-driven analysis to support decision-making
Support the Operations and Enablement teams with reporting, data, and process improvements
Help define and track KPIs across the Customer Success function
Enable teams with the data and tools required to improve performance
Assist with onboarding new processes, tools, and reporting frameworks
Act as a key point of contact for reporting and CRM-related queries

Requirements

What you’ll need

Knowledge or understanding Power BI
Strong experience managing and working within CRM systems
Experience building and maintaining dashboards and automated reporting
Strong data manipulation and analysis skills
High attention to detail and data accuracy
Experience supporting SaaS Customer Success metrics such as churn, retention, NRR and expansion
Ability to translate data into clear, actionable insights
Strong stakeholder management and communication skills
Self-organisation and time management
Commercial awareness

Benefits

Comp & perks

25 days holiday + Bank Holidays
Budget for your self development
Progression and development opportunities
Hybrid working
2 paid charity volunteering days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Power BICRM systemsdashboard buildingautomated reportingdata manipulationdata analysisKPI trackingreporting frameworksdata accuracyinsight-driven analysis

Soft Skills

attention to detailstakeholder managementcommunication skillsself-organisationtime managementcommercial awareness