Customer Success & Onboarding Operations Analyst

DoorLoop • Miami Beach, FL

37d

About The Position

DoorLoop is hiring a Customer Success, Implementation & Onboarding Operations Analyst to strengthen the systems, data, and processes that support our post-sales teams. In this role, you will collaborate closely with CX leadership to improve onboarding workflows, enhance customer lifecycle processes, and operationalize data that empowers Onboarding Specialists and CSMs. This position is ideal for someone who thrives in a systems-oriented, analytical role and wants to contribute directly to improved activation, adoption, retention, and customer outcomes.

Requirements

• 3+ years in operations, business analysis, or related fields, preferably within SaaS.
• Experience with Salesforce reporting, Salesforce workflows, and data management.
• Familiarity with customer lifecycle management and onboarding/implementation concepts.
• Strong attention to detail and comfort maintaining high data quality standards.
• Ability to collaborate effectively with multiple teams and manage several workstreams.
• Technical aptitude (automation tools, APIs, scripting) is a plus.

Nice To Haves

• Builder mindset: scrappy, solutions-oriented, and able to create scalable programs with limited resources.
• Detail-oriented with strong organizational skills to manage complex calendars, databases, and workflows.
• Strong technical execution skills with ability to translate strategy into operational implementation.
• Self-starter with high ownership mentality and ability to work independently with minimal supervision.

Responsibilities

• Collaborate with CX leadership to optimize onboarding, implementation, and Customer Success workflows across Salesforce, Vitally, and internal tools.
• Support improvements to customer handoff processes, stage logic, pipeline views, and lifecycle progression.
• Assist with documenting requirements, mapping workflows, and executing operational enhancements.
• Maintain and enhance the operational components of customer health scoring in partnership with CS leadership.
• Support lifecycle automation updates, including onboarding milestones, alerts, customer stage transitions, and engagement triggers.
• Ensure workflows reflect the true customer journey across onboarding through renewal.
• Support the operational side of renewal and expansion motions, including retention alerts, expansion signals, playbooks, and automated tasks.
• Build and refine reports that surface adoption gaps, risk indicators, and opportunities for value expansion.
• Perform recurring data quality checks across onboarding, implementation, and CS systems to ensure accuracy and consistency.
• Build dashboards and reports to support CS and Implementation leadership visibility into performance and pipeline.
• Troubleshoot issues across Salesforce, Vitally, and related tools and support enhancements.
• Partner with CS, Implementation, Onboarding, RevOps, and Product to gather requirements and ensure alignment on process changes.
• Participate in user acceptance testing (UAT) for new workflows, tools, and feature rollouts.
• Support the communication and rollout of operational improvements to frontline teams.
• Maintain internal documentation for workflows, SOPs, and lifecycle frameworks.
• Support training efforts for new processes, systems, and operational updates.

Benefits

• Unlimited paid time off: take unlimited personal, sick, and vacation days.
• 401(k): plan for retirement with 4% matching and instant vesting.
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.
• Life insurance: $100,000 policy fully covered by DoorLoop.
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop.
• Paid parental leave: paid maternity and paternity leave for birth and adoption.
• Monthly stipend: a dedicated budget for work-related expenses.
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees