Customer Experience Operations Analyst

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About the Opportunity

The company powers some of the world's most important workflows. Its intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results. The platform serves a diverse range of customers, from startups to public companies. As an integrator across the entire tech stack, the platform is vendor-agnostic, integrating with any API-enabled service. This flexibility enables customers to achieve their highest-priority goals faster. Because the platform is secure and private by design, it is popular with security, IT, engineering, finance, and other security-focused teams.

The organization is driven by its values of Simplicity, Speed, and Soundness. There is a commitment to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. The team is excited about what’s next and is looking for others to join them on their journey.

This is a remote position that must be based in EST or CST.

The organization is looking for a Customer Experience Operations Analyst to join its Revenue Operations team and help scale operational support for its growing Customer Experience organization. This individual will be the first dedicated hire building the CX Ops function alongside its current leader, who has been running it solo while supporting a Customer Experience organization that has grown to 100+ people. This is a foundational role where the individual will have the autonomy to build systems, processes, and infrastructure from the ground up while making an immediate impact on a fast-growing team.

The individual will partner closely with CX leadership and frontline managers to turn operational challenges into scalable solutions, working on everything from platform administration and data infrastructure to process optimization and strategic initiatives. This is a high-visibility, high-impact role where the work will directly enable the CX team to operate more efficiently and make better data-driven decisions.

Key Responsibilities

Planhat Ownership & Platform Management

• Own administration of Planhat (the customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
• Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
• Maintain data quality and integrity across CS systems and integrations

Frontline Partnership & Process Design

• Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs
• Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
• Identify process gaps with CS ICs and managers and implement improvements that scale with team growth

Strategic Initiatives

• Redefine customer health scoring methodology and ensure adoption across the organization
• Design and implement survey programs (NPS/CSAT) that drive actionable insights
• Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities

Required Qualifications

• 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
• Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
• Comfort learning and building automations (expertise is not required, but this will be done daily)
• Strong data analysis and dashboard-building skills
• Ability to build trust and work independently with cross-functional stakeholders
• Direct Planhat experience
• SQL or technical querying skills
• Experience implementing NPS/CSAT survey programs
• Knowledge of CSQL/expansion motions
• Familiarity with the organization's product and automation concepts

Preferred Qualifications

• Applicants for this opportunity must be authorized to work for any employer in the U.S. The organization is unable to sponsor or take over sponsorship of an employment Visa at this time.

Additional Information

• Target Annual Compensation: 110-125k + equity

The organization is an equal opportunity employer committed to building a diverse and inclusive team. A variety of experience, perspectives, and voices makes the organization what it is. The organization would love to hear from interested candidates. The organization provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.