Senior Analyst, Revenue Operations – Customer Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and execute automation for SMB/Tech Touch initiatives to minimize manual effort from representatives.

• Develop and sustain standardized CSM/RS playbooks, encompassing plays, triggers, and workflow systems.

• Collaborate with CS Enablement on training, documentation, and tracking of adoption.

• Detect time inefficiencies through representative shadowing and system analysis.

• Manage an automation backlog with quantifiable hours-saved impacts.

• Utilize AI and advanced tools to streamline manual processes.

• Oversee post-sales Revenue Operations to ensure product launch readiness across SAT A/F upgrades, SAT platform migration, ARM, RTC, and PLG initiatives.

• Create launch readiness checklists and operational cadences that address system configuration, entitlements, pricing and packaging, playbooks, training, and support documentation.

• Liaise with Product, Product Marketing, Enablement, Support, and Sales Ops teams.

• Take responsibility for post-launch adoption and consumption tracking.

• Direct migration operations for platform transitions, including segmentation, sequencing, representative tooling, and exception handling.

• Construct and maintain dashboards and recurring reports on retention, gross/net revenue retention, churn, adoption, and CSM productivity.

• Conduct ad hoc analyses on cohort behavior, expansion drivers, and churn root causes.

• Manage and configure the customer success technology stack, which includes Gainsight or equivalent systems, Salesforce CS objects, and Zendesk.

• Continuously maintain and improve customer health scoring.

• Design, document, and automate CSM workflows for onboarding handoffs, QBR preparation, renewals, escalations, and at-risk triage.

• Ensure data accuracy across accounts, contacts, subscriptions, and lifecycle stages.

• Develop, implement, and refine AI tools such as Gemini, ChatGPT, Claude, or specialized AI to achieve measurable efficiency improvements.

⛳️ Requirements

• Bachelor's degree or comparable work experience.

• 5+ years of experience in Revenue Operations, Sales Ops, or BizOps, ideally in a high-growth B2B SaaS setting.

• Advanced knowledge of Salesforce/HubSpot.

• Proficient in ZoomInfo, Clay, 6sense, and/or LinkedIn Sales Navigator.

• Experienced with BI tools such as Tableau/Looker.

• Familiarity with forecasting software like Clari/Gong/BoostUp.

• Comfortable with connecting APIs, for example, Make.com.

• Willingness to test new AI tools.

• Capability to analyze intricate, multi-system data sets and generate outputs suitable for board presentations.

• Strong focus on processes.

• Ability to convert complex operational terminology into clear, executive-level narratives.

• Proven ability to independently manage high-stakes projects through cross-functional collaboration.

• Competence in managing multiple projects in a dynamic environment.

• Ability to work independently as well as collaboratively within a team.

🏝️ Benefits

• Company-wide bonuses tied to monthly sales objectives.

• Bonuses for employee referrals.

• Adoption assistance.

• Tuition reimbursement.

• Certification reimbursement.

• Bonuses for completing certifications.

• A modern, tech-savvy, and enjoyable work atmosphere.

• An applicant assessment and background check may be part of the hiring process.