Join a high-performing team as a GTM Operations Analyst focused on enhancing the efficiency and impact of customer success operations. In this role, you’ll shape scalable processes across the customer lifecycle, with an emphasis on automation, data integrity, and operational clarity. Your work will directly influence how we deliver value to customers and how leadership interprets performance trends.
What You’ll Do
- Refine and evolve customer success operations to reduce time-to-value and improve long-term outcomes through structured, repeatable workflows.
- Map and automate key stages of the customer journey—including onboarding, renewal engagement, and retention—using AI-enhanced tools and intelligent design.
- Diagnose inefficiencies in handoffs and processes, then implement solutions that improve predictability and cross-functional alignment.
- Oversee and optimize the customer success technology ecosystem, including Salesforce, Vitally, and analytics platforms, ensuring consistent usage and accurate data.
- Build dashboards and reports that track critical SaaS metrics such as net revenue retention, gross retention, churn, expansion, and customer health.
- Support forecasting, renewal planning, and quarterly business reviews with reliable data models and clear visualizations.
- Collaborate with Business Intelligence to refine data structures and improve reporting accuracy.
- Lead automation initiatives for customer engagement, including email sequences, task generation, and CSM alerts based on program triggers.
- Drive operational rhythm through structured reviews, performance tracking, and territory planning aligned with customer segments.
- Support strategic projects in customer experience, NPS follow-up, and tech stack governance.
What We’re Looking For
- 2–4 years of experience in operations roles within SaaS, ideally in Customer Success, Sales, or Revenue Operations.
- Proven expertise in Salesforce administration—Flows, validation rules, custom objects, CPQ, and reporting.
- Strong analytical ability with hands-on experience building dashboards, data pipelines, and automated workflows.
- Familiarity with tools like Vitally, CRM ecosystems, and workflow or AI automation platforms.
- Deep understanding of SaaS KPIs: adoption, retention, churn, expansion, and time-to-value.
- Ability to bring structure to ambiguous situations, manage multiple priorities, and communicate clearly across teams.
- Experience in fast-moving environments, particularly startups, is a plus.
- Background in open-source, AI/ML, or data science communities is beneficial but not required.
Our Culture
We operate with Clarity, Care, and Candor. Our environment rewards results and values inclusive collaboration. We prioritize employee well-being, professional growth, and creating space for diverse perspectives to thrive. This role supports a fully remote, globally distributed team with flexible hours and a strong focus on sustainable performance.
Benefits
- Flexible vacation policy
- Medical, dental, and vision insurance
- Short- and long-term disability coverage
- Paid parental leave
- Monthly wellness stipend
- Employee Assistance Program and mental health resources
Compensation
Base salary ranges from $81,000 to $119,000 for most U.S. locations, with higher bands for NYC and SF. The role includes equity participation, bonus potential, and a comprehensive benefits package.
Equal Opportunity
We are an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to a workplace where everyone can contribute and grow.
