Customer Success Operations Analyst

| Greater Denver Area
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Job Title: Customer Success Operations Analyst

Location: Denver, CO

Function: Customer Success

Position Type: Regular, Full-time

Position Level: Mid-level

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.


As the Customer Success Operations Analyst at Xactly Corporation, you will play a key role in driving the effectiveness and efficiency of our Customer Success team including development of strategy, process, reporting and enablement for our Customer Success and Renewals organization. You'll be responsible for managing key performance metrics and providing analysis to support strategic and operational decision-making. As the main administrator of Gainsight, our Customer Success application, you will design dashboards, playbooks, workflows and automations to drive efficiencies and continuous improvements for the team.


Xactly's Customer Success team is a tight-knit team driven to see the success of our customers. We have a very tenured, organically grown Customer Success leadership team that is always willing to provide support and guidance. We're a tight-knit and dynamic team of customer-centric product experts.

We build relationships that are all about our customers' success. We do that by understanding the uniqueness of their business and their goals and tailoring our solutions to meet those goals. We act as the main point of contact to keep lines of communication open to make sure our internal teams are in the know of our customer's objectives so we can serve as consultative experts.


● 2-4 years working experience in an analytical role within one or more of the following disciplines: Customer Success, Sales, Strategy or Finance

● Strong analytical skills and an aptitude for working with data – Excel / Google sheets a must; SQL and/or Tableau a plus

● Experience doing data analysis, modeling, and/or financial analysis to support or drive business decisions

● Experience with, Gainsight and/or other Customer Success applications a plus

● Comfortable presenting and engaging with cross-functional teams and executive management

● Good judgment and discretion needed (due to access to global customer data)

● Ability to work independently and drive projects to completion

● Creative mind, innovative thinker, eager to learn and grow

● Highly collaborative, team oriented, and comfortable working in a fast-paced environment

● Bachelor's degree required


● Get your bearings and begin to build a strong foundation, upon which to grow

● Complete the Customer Success Onboarding Bootcamp to learn about current CS processes and playbooks

● Familiarize yourself with the tools/systems used within Customer Success (SFDC and Gainsight)

● Gain an understanding of key performance metrics and current customer reporting

● Meet with CS leadership and CSM's to understand their day-to-day activities and identify any gaps/needs

● Build relationships with internal business partners including Finance, Sales Ops, Support and IT teams


● Have a strong understanding of the business

● Complete Gainsight Administrator Training Course

● Review current processes and make recommendations on process improvements

● Expand on current reporting to include additional insights and trend analysis


● Begin to implement the vision for change/impact that you've been developing over the last 6 months

● Take a deeper dive into Gainsight functionality (joining Gainsight Community, supporting system releases and updates, deploying new features and enhancing existing setup, etc.)

● Serve as subject matter expert for CSM's and Renewals team as it relates to Gainsight and SFDC processes and reporting

● Work cross departmentally to help create new programs/processes to drive increased alignment and efficiencies


● Be seen as a well-versed, trusted business-advisor and expert, making a significant positive impact on the team

● Identify further educational and networking opportunities for continual growth

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Final pay determinations, salary ranges and pay increases are established by the employer. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons.

Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.


· Flexible Time Off (FTO)

· Comprehensive Insurance Coverage (including pet insurance!)

· Tuition Reimbursement

· XactlyFit Gym/Fitness Program Reimbursement

· Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks

· Access to Corporate Discounts

· Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities

· End of Month Surprises, Contests, BBQs, Parties & Reward Vacations

· 401(k) Retirement Savings Plan & Employer Match 

· Periodic Massages

· Generous Employee Referral Program

· Relocation Assistance through Preferred Partner

· Full access to Grokker, our health engagement and employee wellbeing platform


Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • SalesforceCRM


In the heart of downtown Denver, Xactly is currently on floors 16 & 17 in the chase building with picturesque mountain views and a Starbucks on site!

An Insider's view of Xactly Corp

What's something quirky about your company?

We have a company-wide Lipsync battle with a custom trophy for the winning team. We also celebrate Halloween globally with department costume contest which gets pretty competitive.

Christine Hamma

Enterprise Account Executive

How has your career grown since starting at the company?

I've been able to not only complete my daily duties but also participate in cross-functional projects. Also, I've grown by initiating and owning global events for XactlyOne, our philanthropic organization. Lots of room to grow personally and professionally.

Nick Reinhard

Configuration Consultant

What are Xactly Corp Perks + Benefits

Xactly Corp Benefits Overview

Xactly provides amazing benefits from your typical medical, dental to PET INSURANCE! A fan favorite is FTO (Flexible Time Off) where employees are not tied to a fixed number of paid days off! Since March and the remote setting due to COVID, the leadership team has started to give "Wellness Friday's" where one Friday a month, we are given paid time off to take care of ourselves.

Volunteer in local community
The Xactly spirit of giving and engagement acts as a multiplier of our CARE values into the communities where our employees live and work.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Xactly has affinity, culture, and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our wellness program.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our affinity groups, which we call XactlyIN groups, have been established since 2018 to present and are still growing today. Currently, we have 5 established groups.
Hiring Practices that Promote Diversity
When hiring, Xactly hiring managers and recruiters seek to identify a Culture Add who will make their own mark on our company culture.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Virtual workout offerings and fitness reimbursement.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Xactly Corp hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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