About Smith System
Smith System exists to reduce collisions, protect drivers, and save lives. Crashes aren't accidents—they're predictable and preventable. For more than 70 years, Smith System has helped organizations build safer drivers through proven behavior-based training and modern driver risk management solutions.
Position Summary
The Customer Experience (CX) Operations Analyst is the operational and analytical backbone of the CX organization.
This role owns the systems, processes, data, and reporting that translate the CX playbook and SOPs into measurable outcomes—renewals, expansion, customer health, and risk mitigation.
Working directly with the Vice President of Customer Experience, the analyst turns raw activity data into actionable insight that drives weekly team conversations, 1:1s, and executive decisions.
Key Responsibilities
Data & Reporting
- Build, maintain, and distribute dashboards covering renewals, expansion opportunities, customer health scores, at-risk accounts, and product utilization.
- Deliver a structured weekly data package to the VP of CX to frame 1:1s and team meetings.
- Translate raw system data into clear, decision-ready insights for CX leadership and cross-functional partners.
- Track leading and lagging indicators against CX targets and surface trends, anomalies, and early warning signals.
Process & SOP Management
- Measure and report on operational adherence to the CX playbook and standard operating procedures (SOPs).
- Identify process gaps and recommend improvements to drive consistency, efficiency, and customer outcomes.
- Partner with CX leadership to evolve the playbook as the business and customer base mature.
Systems & Tools
- Administer and optimize CX-related systems, including Salesforce and the CX/customer success platform.
- Maintain data hygiene, field standards, and reporting taxonomies across CX systems.
- Coordinate with Sales Ops, Revenue Ops, and IT on integrations, data flows, and system enhancements.
- Onboard CSMs and CX team members to tools, dashboards, and reporting workflows.
Cross-Functional Partnership
- Provide data and insight to Sales, Marketing, Product, and Finance on retention, churn risk, and expansion.
- Support forecasting of renewal and expansion outcomes in partnership with the VP of CX.
Qualifications
Required
- 3+ years in a customer success operations, customer experience operations, revenue operations, business analyst, or data analyst role—ideally within a B2B SaaS or subscription business.
- Hands-on experience administering Salesforce (reports, dashboards, custom objects, list views).
- Strong proficiency in Excel/Google Sheets, including pivot tables, lookups, and modeling.
- Demonstrated ability to turn data into clear narratives and recommendations for non-technical executives.
- Strong attention to detail, with a process mindset and a bias for documentation.
Preferred
- Experience with a customer success / CX platform (e.g., ClientSuccess, Gainsight, Totango, ChurnZero, Catalyst, Planhat, or similar).
- Familiarity with customer health scoring methodologies and renewal forecasting.
- Exposure to fleet, safety, telematics, or training/SaaS industries.
What Success Looks Like
In the First 30 Days
- Map the current CX data and systems landscape; identify the top 3 data quality or reporting gaps.
- Take ownership of the existing VP CX weekly reporting cadence.
In the First 90 Days
- Deliver a refreshed core CX dashboard (renewals, health, at-risk, utilization, expansion) with clear definitions and owners.
- Establish SOP adherence reporting so leadership can see playbook execution at a glance.
In the First 6–12 Months
- Drive measurable improvement in forecast accuracy for renewals and expansion.
- Operationalize early warning indicators that reduce at-risk customer surprises.
- Become the trusted analytical partner for the VP of CX and the broader CX team.
Reporting & Structure
This position reports directly to the Vice President of Customer Experience and partners closely with CSMs, Sales, RevOps, Finance, and Product.
Why Join Smith System
- Mission-driven organization focused on protecting drivers and improving roadway safety.
- Opportunity to directly influence customer retention, growth, and business outcomes.
- High visibility role partnering directly with executive leadership.
- Collaborative culture focused on continuous improvement.
- Competitive compensation and benefits package.
- Fully remote work environment.
Compensation
$75,000 – $90,000 annually depending on experience, skills, and qualifications.
Equal Opportunity Statement
Smith System is committed to diversity and inclusivity. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds and experiences.