Revenue Operations Analyst (CX)

ABOUT PLEO Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. ABOUT THE ROLE We're looking for a GTM Operations Analyst to join our CX Operations team at Pleo. In this role, you'll drive operational excellence across customer experience, retention, and lifecycle workflows, manage CRM systems and data integrity, build reporting dashboards, and translate operational data into actionable insights for proactive retention strategies. If you're excited about building scalable customer-facing processes and are passionate about customer experience and SaaS operations, then this is the opportunity for you! Who you’ll be working with and reporting to You’ll report to our GTM Operations Manager and work closely with teams in Customer success & Sales teams. Our team is highly collaborative and dedicated to operational health and data integrity. You’ll also have the chance to partner with teams across GTM to ensure success. WHAT YOU’LL BE DOING As a GTM Operations Analyst, you will: - Operational Reporting & Dashboards – Design, build, and maintain comprehensive operational dashboards in Looker, Vitally, or Power BI to track customer health, onboarding progression, risk signals, and lifecycle renewals. - CRM Administration & Data Management – Manage HubSpot or Salesforce systems including field configuration, custom objects, data mapping, and user access management. - Churn & Risk Analytics – Analyze customer usage patterns and behavioral indicators to identify at-risk accounts early and support proactive retention interventions. - Process Optimization – Map and evaluate post-sales and CX workflows to identify bottlenecks and implement improvements across CX platforms. - Stakeholder Collaboration & System Hygiene – Partner directly with CX leadership, Sales Operations, and GTM teams while conducting regular platform audits and workflow automations. You can expect to work with the following tech stack: HubSpot, Vitally, Salesforce, Freshworks, Looker, Power BI, and SQL/Python tools. What you bring You’ll thrive in this role if you have: - 3+ years as a CX Operations Analyst, Operations Specialist, Business Analyst, or similar role in B2B SaaS. - Hands-on experience administering CRM platforms (HubSpot or Salesforce) and Customer Success tools (Vitally, Gainsight). - Proficiency in building and maintaining business intelligence dashboards in BI tools (Looker, Power BI, Tableau). - Strong analytical skills, execution focus, and communication skills to collaborate with technical and non-technical stakeholders. - Nice-to-have: Proficiency with SQL or Python, workflow automation tools (Zapier/Make), and background in data governance. - A strong background in customer success, sales operations, or customer analytics. Why is this role a good fit for you This role is a good fit for you if: - You're comfortable with ambiguity and enjoy building structure and process where none exists yet, rather than waiting for a fully defined playbook. - You're happy fielding ad-hoc requests and shifting priorities without losing momentum, and you don't need every task pre-defined to get moving. - You get energized by digging into messy, complex problems and finding the root cause rather than settling for a quick patch. - You're flexible and adaptable, comfortable working across multiple systems, stakeholders, and shifting priorities at the same time. - You're naturally curious about data and genuinely enjoy translating numbers into a clear story that drives a business decision — a core trait of strong CX/Sales Ops talent. This role is not a good fit for you if: - You need clearly defined, rigid action items and step-by-step direction to feel comfortable, rather than figuring out the approach as you go. - You prefer priorities to stay fixed and find frequent context-switching between projects and stakeholders draining rather than energizing. - You'd rather go deep on a single system or process than work across multiple CRM and CX platforms and stakeholder groups at once. - You need a fully built-out process before you can start executing, rather than building the process as part of the work. How you’ll develop in this role In your first 6 months at Pleo, you’ll: - Lead reporting/dashboards to drive impact in Revops. - Collaborate with the CX team to improve processes or systems. - Grow your skills in Revops, taking on new challenges as the company continues to scale. We’re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills in Revops function. SHOW ME THE BENEFITS - Your own Pleo card (no more out-of-pocket spending!) - Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office - Comprehensive private healthcare - dependi