Build and maintain centralized dashboards for CX functions (Technical Support, Customer Success, Account Management).
Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
Define and standardize metrics like Time to Value (TTV), Cost per Contact (CPC), and escalation costs to drive consistency across teams.
Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

Requirements

3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment.
Hands-on experience with data visualization tools (Sigma, Looker, Tableau, or similar).
Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight.
Proficiency in SQL (comfortable querying large datasets and joining tables).
A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc.
Experience partnering cross-functionally with data, operations, and customer-facing teams.

Benefits

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
16 weeks paid parental leave
Unlimited PTO
Stipends for remote work and wellness
Professional development budget

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLdata visualizationmetrics standardizationdata analysisprocess optimizationforecastingroot cause analysisreportinganalyticsdata troubleshooting

Soft Skills

collaborationcommunicationproblem-solvingcross-functional partnershipanalytical thinkingattention to detailproactive mindsetcustomer focusorganizational skillsinsight delivery