Operations Analyst, Client Success

About Xceptor

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our mission is to empower business users within financial institutions to build automated processes that deliver trusted data.

Our Values Are:

• Client Centricity
• One Team
• Impactful

🚀 Your Role:

The CSM Operations Analyst plays a critical role in optimizing the efficiency and effectiveness of our Client Success Management function.

This role demands a proactive mindset, a strong sense of ownership, and a commitment to accountability. You will be expected to take initiative in identifying opportunities for improvement, lead projects independently, and ensure outcomes are delivered on time with excellence and measurable impact.

You will be responsible for analysing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, and overall business success. Collaborating closely with CSM management, the frontline CSM team, cross-functional teams and our RevOps team, you will develop insights and recommendations to drive continuous improvement in our client success processes and workflows.

You will also take ownership of the management reporting process including the new CSM system, Gainsight.

The Client Success Management team is accountable for Xceptor’s client retention, product adoption across the client base and expansion activities. The current team consists of Client Success Managers and Client Success Engineers, based across London, New York and Singapore. Xceptor clients are assigned a CSM who provides regular governance, a key relationship contact and a personal touchpoint for acquiring service as needed.

🧩 What You’Ll Be Doing:

• Data Analysis & Reporting
• Renewal Management Support
• Client Engagement & Insights
• Operational Optimization
• Technology & Tool management
• Proactive Project Ownership

🎯 Who We'Re Looking For:

• Ideally 3 years + experience in operations analysis, data analytics or a similar role in a B2B SaaS environment working with business and technology stakeholders.
• Technically minded with a STEM (Science, Technology, Engineering and Mathematics) degree or same level achieved through relevant professional experience. 
• Previous and current experience working in an analysis or technical role for a B2B software/SaaS, Fintech company or a financial institute.
• Strong understanding of data analysis tools and techniques, such as Excel or Power BI/Another data visualisation tool(s).
• Experience with client success platforms or CRM systems would be very beneficial – bonus points for Gainsight admin experience and Salesforce.com knowledge.
• Knowledge of client success methodologies and best practices.
• Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Proactive and self-driven, with a demonstrated ability to take initiative, anticipate needs, and lead cross-functional projects.
• Accountability-focused, with a proven track record of owning outcomes, driving continuous improvement, and delivering results.
• Identify, lead, and execute strategic initiatives that enhance client success operations, ensuring timely delivery and measurable results.
• Strong presentation skills.
• Ability to create documentation, training materials, or onboarding processes for internal teams using client success tools.
• Detail-oriented with a focus on accuracy and quality.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Strong organisational skills and ability to work independently.
• Flexible and collaborative team player.

🌍 Diversity & Inclusion At Xceptor

We believe great ideas come from everywhere — and that the best teams are made up of people with different backgrounds, experiences, and perspectives. At Xceptor, we’re committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves.

We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement.

We celebrate diversity and are dedicated to creating an inclusive environment for all employees — regardless of race, gender identity, sexual orientation, age, disability, religion, or background.

#Li-Th1

#Li-Hybrid

Please Note:

• Xceptor works with clients in financial services and our offers of employment are subject to the satisfactory completion of background checks, which includes criminal record checks, and credit reference checks.
• If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.