Customer Experience Operations Analyst

Customer Experience Operations Analyst

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

We're looking for a Customer Experience Operations Analyst to join our Revenue Operations team and help scale operational support for our growing Customer Experience organization. You'll 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's grown to 100+ people. This is a foundational role where you'll have the autonomy to build systems, processes, and infrastructure from the ground up while making an immediate impact on a fast-growing team.

You'll 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 your work will directly enable the CX team to operate more efficiently and make better data-driven decisions.

What You'll Do:

• Planhat Ownership & Platform Management
  • Own administration of Planhat (our 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

What You'll Bring:

• 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 (you don't need to be an expert, but you'll be doing this daily)
• Strong data analysis and dashboard-building skills
• Ability to build trust and partner effectively with stakeholders