Customer.io - CX Operations Analyst
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Requirements
• 3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment. • Revenue Operations, CX Operations, or Analytics • Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight. • customer-facing systems • Proficiency in SQL (comfortable querying large datasets and joining tables). • A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc. • SaaS metrics • Experience partnering cross-functionally with data, operations, and customer-facing teams. • Experience with marketing automation tools • Experience with BI and analytics tools (Looker, Tableau, Power BI, or equivalent). • Previous work supporting Customer Success or Technical Support teams. • Customer Success or Technical Support teams • Experience in a fast-scaling SaaS environment.
Responsibilities
• Collaborate with the Data team to ensure centralized CX dashboards are well-defined, actionable, and aligned with the needs of Technical Support, Customer Success, and 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. • Monitor and troubleshoot data issues • 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. • actionable insights • Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes. • ad hoc analysis • Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible. • Data team • Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning. • process optimization and forecasting projects • What success looks like • CX teams have reliable, self-serve dashboards that surface the right metrics at the right time. • Data issues are proactively identified and resolved before they impact reporting or customer workflows. • Leadership has clear visibility into customer health, SLAs, and CX performance metrics. • Ad hoc reporting volume decreases as scalable systems and processes are established. • Customer-facing teams can spend more time on strategic work — less on manual data wrangling. • You’re data-savvy — comfortable writing SQL queries, exploring datasets, and turning information into clear insights. • data-savvy • You understand SaaS customer operations (Customer Success, Support, Account Management) and can connect metrics to business outcomes. • SaaS customer operations • You have a knack for solving messy data problems — identifying issues at the source and collaborating cross-functionally to fix them. • solving messy data problems • You’re naturally curious and detail-oriented — always looking for trends, anomalies, or inefficiencies. • curious and detail-oriented • You’re a strong communicator who can explain complex analyses in simple, actionable terms. • You’re collaborative, humble, and motivated by helping others succeed.
Benefits
• We believe in transparency. Starting salary for this role is $90,000 - $100,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment. • Starting • We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family • 16 weeks paid parental leave, unlimited PTO • Our Process • No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision. • 30-minute video call with a Recruiter to get to know each other • 30-minute video call with a Recruiter • 45-minute video call with the Hiring Manager to dive deeper into the role • 45-minute video call with the Hiring Manager • Take-home assignment (completed over a few days), followed by a 45-minute review call with a cross-functional panel • Take-home assignment • 45-minute review call with a cross-functional panel • All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. • Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. • Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected]. • Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.
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