Note: The job is a remote job and is open to candidates in USA. Stacker is revolutionizing the traditional newswire business model and the ways in which brand newsrooms and publishers connect. They are seeking a Sr. Customer Operations Analyst to build and optimize the operational foundation behind the post-sale customer experience, focusing on systems, processes, reporting, and governance to enhance customer health and retention.
Responsibilities
- Own Customer Operations infrastructure: Administer and continuously improve HubSpot and connected systems by managing customer properties, lifecycle stages, workflows, automations, integrations, and operational processes that support scalable account management
- Drive customer data quality: Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc while ensuring strong governance and reliable forecasting
- Build trusted reporting: Develop dashboards and reporting that provide visibility into customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting while ensuring reporting accuracy through strong data integrity
- Implement customer health frameworks: Support customer segmentation and health scoring by maintaining scoring logic, improving data quality, and identifying opportunities to strengthen reporting and operational visibility
- Create operational documentation: Build and maintain SOPs, playbooks, governance documentation, process maps, and operational standards that create consistency across the customer organization
- Optimize workflows through automation: Identify inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other modern operational tools
- Partner cross-functionally: Collaborate with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives and ensure alignment across the customer lifecycle
Skills
- 2–4+ years of experience supporting Customer Success Operations, Customer Operations, Account Management Operations, Renewal Operations, or similar customer-facing operational functions
- Hands-on experience administering HubSpot, including workflows, automation, custom properties, lifecycle stages, and reporting
- Experience supporting customer health scoring, customer segmentation, or lifecycle management initiatives
- Strong understanding of customer retention metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention
- Experience building reporting, dashboards, and operational processes that improve visibility into customer performance
- Experience creating and maintaining SOPs, documentation, and operational governance
- Comfortable leveraging AI and automation tools (such as Make, Clay, Claude, or similar platforms) to improve operational efficiency
- Excellent written communication skills and strong attention to detail
- Experience supporting Customer Success or Account Management teams within a B2B SaaS organization
- Experience with Customer Success platforms such as ChurnZero, Planhat, TeamSupport, or similar technologies
- Experience managing contract, renewal, or expansion workflows within HubSpot CRM
- Experience building customer health reporting, lifecycle governance, or renewal forecasting processes
- Experience working in a high-growth, recurring revenue, or MarTech environment
Benefits
- Equity Program
- Unlimited PTO
- 100% Remote
- 3 Months Paid Parental Leave
- 401(k) Match
- Full Health & Dental Coverage
- Life Insurance & Short-Term Disability
- Team Culture, Events & Retreats
Company Overview