Document current-state workflows across CS, Implementation, and Support — including handoffs, escalation paths, and SLA frameworks
Identify gaps or inconsistencies in existing processes and propose improvements
Build CX Ops playbooks, SOPs, and operating guides, and keep them current as processes evolve
Support implementation of new workflows as the team rolls out operational improvements
Maintain and evolve the operating framework for Customer Success, Support, and Professional Services
Own the workflow configuration, data hygiene, and user administration for CX Ops tooling: ChurnZero, GuideCX, Zendesk and any additional platforms
Collaborate with the Business Operations team on Salesforce strategy to support CX initiatives within the greater company strategy
Submit and track tool-related requests with vendors and internal Business Operations teams
Identify tooling gaps that create manual work for CX teams and surface them with recommendations
Support project tracking for strategic initiatives, providing clarity of ownership and next steps to ensure timely execution toward goals
Run operational cadences and translate leadership decisions into tracked execution
Track and follow up on action items from CX leadership reviews and cross-functional syncs
Set and track clear goals, KPIs, and metrics to measure success.

4+ years of experience in operations, analytics, Customer Success, Support, or a related function in B2B SaaS
Advanced Excel or Google Sheets — pivot tables, formulas, data cleaning, and structured analysis
Experience with Salesforce or a comparable CRM — data hygiene, reporting, or administration
Ability to run operational analyses (cohort views, process efficiency metrics, SLA performance) and translate findings into recommendations
Strong communication skills — you write clearly, organize logically, and build clear materials and documentation
Strong understanding of Customer Success processes, key metrics, and operational excellence
Project coordination experience — managing task lists, timelines, and stakeholder communications
High attention to detail – you catch errors, notice inconsistencies, and care about data quality
Organized and proactive — you manage your own workload, flag risks early, and follow through without reminders.

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Strategy & Operations Analyst, Customer Success

Key skills