Customer Operations Analyst - SaaS | CS Operations

Introduction:

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

Job Summary

The Revenue Operations team is responsible for empowering our go-to-market organization with the insights, processes, and systems needed to drive predictable growth and world-class customer experiences. As the Revenue(Customer) Operations Analyst, you will focus on the customer lifecycle - partnering closely with Customer Success, Renewals, Support, Finance, and other cross-functional teams to improve retention, reduce churn, support renewal forecasting, optimize pricing motions, and ensure our customers achieve maximum value. You will help build scalable processes, deliver actionable insights, and support a rapidly growing organization.

Key Responsibilities

Customer Success Insights & Analytics

• Serve as a trusted partner to the Customer Success and Renewals teams, providing support across retention analytics, churn analysis, customer health scoring, forecasting, and performance management.
• Produce, maintain, and evolve customer-focused reporting/dashboards that accelerate information-to-action at scale (e.g., renewal projections, churn risk indicators, product adoption trends).
• Analyze customer data trends and develop clear visualizations that communicate complex information simply to diverse audiences across the business.

Customer Lifecycle Operations

• Partner with Customer Success, Support, Product, Finance, and IT to understand operational needs and build scalable systems/processes across the customer lifecycle.
• Optimize workflows - including renewal processes, handoffs, health scoring frameworks, and customer segmentation - to increase efficiency and improve customer outcomes.
• Create and maintain documentation on customer-related processes, policies, and best practices; contribute to onboarding materials for new Customer Success team members. 

 Cross-Functional Support & Issue Resolution

• Field inbound inquiries from Customer Success and Renewals regarding internal systems, tools, customer data, and process questions; work with Revenue Operations and IT to troubleshoot and resolve issues.
• Support ad-hoc analysis and requests from Customer Success, Sales, Product, and Finance, ensuring timely, high-quality delivery and proactive expectation-setting. 

Technical Skills / Competencies 

• Strong Salesforce knowledge, including data model understanding, customer-centric reporting, and analytics.
• Familiarity with customer success and revenue tools (e.g., Salesforce, ChurnZeroo, Tableau, etc.); advanced MS Excel skills.
• Ability to translate complex customer data into actionable insights for operational and strategic decision-making.  

 Education & Experience 

• 3+ years in Customer Operations, Revenue Operations, Customer Success Operations, or related analytical role within a SaaS environment.
• Strong verbal and written communication skills; project management experience is a plus.
• Highly organized with excellent data management, analytical, and problem-solving skills.
• Proven ability to break down ambiguous problem