Customer Operations Analyst / Process Analyst

Are you passionate about using data and process design to drive real impact across the customer journey? Do you enjoy digging into how clients use a product, where they get stuck, and what helps them succeed? If so, were looking for you.

Were a fast-growing B2B SaaS company that helps organizations build highly engaged, high performance teams. As we scale, we’re investing in the way we serve and grow our customer base. That’s where you come in.

What You’ll Own and Achieve in This Role

Customer Operations Analyst / Process Analyst

Here’s what success looks like in your first 12 months:

Key Outcomes You’ll Drive

• Reduce time-to-value by 30%

  by auditing and redesigning the onboarding process to remove friction and improve handoffs.

• Increase feature utilization by 20%

  across key customer segments by building usage dashboards and partnering with CS and Product on adoption playbooks.

• Build a predictive customer health model

  that flags at-risk accounts with 80%+ accuracy at least 60 days in advance.

• Define and launch a service effectiveness framework

  with 3–5 key metrics (e.g., onboarding success, CSAT, support SLAs) to track and improve delivery outcomes.

• Identify 15–20 qualified upsell opportunities/month

  using a scoring model based on product usage, engagement, and customer profiles.

• Automate 5+ manual workflows or reports

  across the CS and Revenue Ops team to improve efficiency and reduce redundant work.

What You’ll Be Doing Day-to-Day

• Analyze platform usage data to uncover trends in adoption, friction, and product ROI.
• Partner with Customer Success to improve onboarding, success planning, and health tracking processes.
• Work with Product to surface customer feedback and usage gaps.
• Build scalable reporting frameworks using tools like Looker, Excel, SQL, and HubSpot.
• Monitor the full customer lifecycle and identify early warning signs of churn.
• Support Sales and CS teams with insights for QBRs, expansion plays, and renewals.
• Automate insights and reporting with tools like Zapier, HubSpot workflows, and dashboards.
  

What You Bring

• Ideally a Bachelors or Masters in Operations Management/Research, Statistics, Industrial Engineering, Process Management related field
• 2–5 years of experience in Customer Operations, Business/Process Analysis, Customer Success Ops, or a similar role in a B2B SaaS environment.
• Strong analytical and modeling skills—you’re fluent in using data to drive decisions.
• Working knowledge of

  HubSpot

  (CRM, workflows, reporting) is strongly preferred.
• Use of AI and AI automation tools to augment your work
• Experience with customer engagement tools and analytics platforms
• Excellent communication skills—you can translate technical insights into business actions across teams.
• A systems-thinker mindset—you’re excited about solving root problems, not just surface-level symptoms.
  

Why Join Us?

• Mission-driven team with a supportive and fast-paced culture.
• Work with leaders across Product, Sales, and CS to drive strategic impact.
• Competitive salary, benefits, and growth opportunities.
• Flexible work environment.