Customer Success Operations Analyst

Everything happens somewhere - which is why spatial analytics is fundamental to companies trying to understand the “where” and the “why” of their business. CARTO is the leading Location Intelligence platform empowering companies with scalable and cloud-native spatial analytics. CARTO helps organizations make better business decisions by empowering data analysts, business analysts, GIS professionals, and developers with faster, more flexible, and more secure spatial data analysis and visualization tools. Whether through optimizing network planning, assessing risk, identifying growth opportunities, or other use cases, companies benefit from turning their location data into business value.

With an exceptionally diverse team of 150 people spread across the US and Europe, CARTO (backed by Insight Partners, Accel Partners, Salesforce Ventures, Earlybird Ventures, and Kibo Ventures, among others) is changing the way companies analyze location data - making it simple to do this straight out of modern, cloud data warehouses. Redefining its category, the company has grown rapidly in recent years providing a compelling alternative to legacy GIS software.

To continue our growth, we are looking for a Customer Success Operations Analyst to work with our GTM Operations team supporting our VP of Customer Success to build and iterate on our operational infrastructure to support continued growth and retention.

In this role, you will own our CS platform, Vitally, ensuring optimal setup and integration with our CRM, Salesforce and other supporting tools within the Customer Success organization. You will be a primary owner of the relationship with our VP of Customer Success based in New York in addition to engaging with stakeholders and teams throughout the organization to achieve initiatives. 

This role will be remote, based in Spain, France or Argentina, and will report to the Senior Director of GTM Operations, based in London. 

• 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

• 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.

• 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

To Apply

Do you feel that you don't check all of the requirements? At CARTO we believe that professional development happens through teaching and learning from your peers and managers. Even if you’re uncertain about whether you have the experience we’re looking for, please apply if this position sparks your curiosity. A diversity of identity, perspective, and experience makes us stronger. We welcome you to apply to CARTO regardless of your background, age, gender, ethnicity, orientation, or ability.

To learn more about us, please visit our blog or follow us on Twitter (@carto) or Instagram (@cartohq). Not the right job for you? Take a look at the rest of our openings at carto.com/careers

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