Stephan L.
Customer Success Operations Analyst @ AlphaSense
- Role
- Customer Success Operations Analyst at AlphaSense
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Stephan L.
Stephan Lee is a revenue operations professional with experience supporting go-to-market,…
Experience
Customer Success Operations Analyst
Nov 2023 — Present · New York, NY, US
Played a key role in implementing Catalyst, a CS Tool, for a 100+ person CS team managing $300M in revenue, developing dashboards, automations, data integrations, and stakeholder-driven technical builds.• Subject matter expert (SME) and primary point of contact for Catalyst; own day-to-day management of the CS Tool, including user administration, data hygiene, troubleshooting, vendor relationship, and continuous enhancements, for cross-functional stakeholders across CS, RevOps, BI, and Customer Marketing.• Build and maintain KPI reporting used to track CS team performance, supporting individual contributors and managers in performance reviews and discretionary payouts.• Analyze business and customer data for senior CS leadership for Quarterly Business Reviews and decision making on key CS intitiatives.• Drive key CS initiatives by collaborating with leadership to develop scalable processes that enhance retention and reduce churn.Serve as the main RevOps partner for the company’s Digital Success program; supporting program growth from 0 to 400 accounts and $5M ASV in one year by:• Building and managing automated playbooks for renewal management, churn mitigation, onboarding, and customer engagement—driving an 88% renewal rate, 80% login rate, and 63% sustained adoption among low usage users.• Managing data operations, conducting analyses to inform strategic decisions, uploading new cohorts, troubleshooting issues to ensure smooth execution and scale.
Education
Northeastern University
Bachelor’s Degree
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