Customer Success Operations Analyst

Summary

Join CARTO, a leading Location Intelligence platform, as a Customer Success Operations Analyst! Based remotely in Spain, France, or Argentina, you will work with the GTM Operations team, supporting the VP of Customer Success. Your responsibilities include owning the CS platform (Vitally), ensuring optimal integration with Salesforce and other tools. You will partner with CS leaders to extract insights, improve processes, and build data-driven strategies. This role requires strong analytical and communication skills, experience with Salesforce and a Customer Success Platform, and a proven ability to drive continuous improvement. You will work closely with leadership to influence CARTO’s GTM strategy and contribute to the company's continued growth and retention.

Requirements

• 3+ years of relevant experience in Sales Operations, Customer Success Operations, Business Operations, or related roles at a B2B SaaS company
• Experience working hands-on with Salesforce and a Customer Success Platform (ideally Vitally, but others are acceptable)
• Operational experience with Customer Success principles, metrics, and customer journeys
• A Can-Do attitude, problem solver, and analytical thinker
• Outstanding communication skills. The ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all levels of the organization
• The ability to turn data into insights and tell the story to cross-functional stakeholders
• Exceptional critical thinking and analytical skillsExperience employing a continuous improvement approach and strategy in a SaaS oriented Customer Success function
• A global citizen with the ability to adapt communication style to the requirements of each country
• Ability to work effectively in a fast-paced, fluid work environment. Excellent cross departmental communication skills
• Proven ability to think ahead, engage proactively, and take initiative
• An entrepreneurial self-starter that can take a project and run with it, digging into data and coming up with strategic recommendations

Responsibilities

• Partner with Customer Success leaders to extract insights on the customers’ journey through the creation and maintenance of dashboards, views, and reports
• Partner with CS leaders to examine current processes and workflows and map out a continuous improvement roadmap that uplevels the performance and scalability of the team
• Build processes that assist the company to develop an understanding of and trust in customer health, sources of customer risk/churn, renewal forecasts and trends
• Foster and lead a data-driven culture, ensuring that decisions and strategies are based on accurate and timely data
• Assist in the communication, enablement, and diligence of new and existing post sales processes
• Operationalize the customer journey and track the relevant metrics for success
• Be the point of contact and subject matter expert for enabling operational excellence of the CS team. This will include training, enablement, team onboarding and documentation of customer success processes
• Work closely with CS leadership in areas such as goal setting, team performance, comp plans, and staffing ratios
• Maintain and optimize CS platforms and tools for efficiency and effectiveness. The tech stack includes Vitally (other CSP experience like Gainsight or ChurnZero is relevant), Zendesk, HubSpot, Salesforce, BigQuery/Looker, Slack, Zapier
• Drive continuous improvement by staying abreast of industry trends, best practices, and emerging technologies in customer success operations
• Work directly with leadership to influence CARTO’s GTM strategy

Benefits

• Competitive compensation
• Access to our employee stock options plan
• Private medical insurance
• Flexible work hours in a focused but casual environment
• Growth prospects at a truly welcoming, multicultural and multilingual company
• A big vision: to help the world use location-based data to make better decisions. We believe that openness and sustainability are baked into this vision, and we’re sharing it with the world