CX Operations Analyst

Work Mode: Hybrid 3+ days per week in our Salt Lake City office

Department: Revenue Operations

LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers & members through learning that’s easy, scalable and focused on results.

Read more about life at LearnUpon here. 

The Revenue Operations (RevOps) team at LearnUpon serves as the functional hub that connects all Sales, Business Development, and Customer Experience (CX) departments. Rather than working in silos, this global team manages the go-to-market technology stack, maintains data integrity across platforms like Salesforce, and designs clean workflows to reduce manual tasks for frontline employees. They are responsible for tracking critical SaaS metrics—such as retention forecasts, win/loss trends, and customer health data—to provide leadership with clear, accurate reporting for business planning. Ultimately, the team operates in a highly collaborative environment focused on removing operational friction so the entire organization can run more efficiently.

The CX Operations Analyst position offers a distinct opportunity to shape the operational strategy for LearnUpon's Customer Experience organization. In this role, you will take direct ownership of growth and retention operations by building robust customer health metrics, renewal frameworks, and deep churn analyses that protect and expand revenue. You will act as a critical connector across the GTM ecosystem, optimizing core systems like Salesforce and Planhat while translating complex data into actionable performance insights for executive leadership. This is an ideal match for an analytical problem-solver who enjoys balancing high-level data strategy with hands-on execution to build scalable, automated workflows.

In addition, you'll be responsible for:

• Optimizing CX systems (like Planhat, Gainsight, or Salesforce) to improve team adoption and reduce manual tasks.
• Designing and implementing workflows, playbooks, and operating standards across the customer lifecycle.
• Managing retention and growth operations by building health metrics, renewal frameworks, and churn analysis.
• Leading executive reporting by creating QBRs, board-level materials, and performance insights (GRR/expansion).
• Partnering cross-functionally with RevOps, Product, and Sales to ensure data integrity and process alignment.
• Driving change management by rolling out new tools and enabling frontline teams to be more proactive.
• Building toward automation by identifying signal-based triggers and scaling the CX operating model.

• 5+ years of experience in CX Operations, RevOps, or similar SaaS-focused roles.
• Technical proficiency in improving and managing systems like Planhat, Gainsight, or Salesforce.
• Strong analytical abilities with the skill to translate data and KPIs into actionable business insights.
• Executive-level communication and the ability to support senior leadership decision-making.
• A high-ownership mindset that allows you to balance high-level strategy with hands-on tactical work.
• Experience using AI tools to streamline tasks and improve efficiencies.

• Prior experience in a "Founding GTM Engineer" or "RevOps Architect" role at a high-growth SaaS company.
• Familiarity with SQL and data visualization tools (Tableau/Looker) to build "Live ROI" dashboards for your automations.

*If you don't tick every box but believe this role is a mutually good fit, please don't hesitate to apply. We'd love to hear from you.

From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career.

Learn more here.

• Qualified applicants may be invited to an initial screening call with a member of our TA Team.
• Successful candidates will be invited to a series of practical interviews.
• Finally, candidates will have an interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

Note: At LearnUpon, we utilize AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.

If you need any accommodations during the hiring process, please reach out to us at peopleops@learnupon.com.

We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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