Customer Success & Onboarding Operations Analyst

Customer Success & Onboarding Operations Analyst

Door Loop is property management software built for speed and the smart choice for people who take growth seriously. With offices in Miami, New York City, and Tel Aviv, we’re a global company helping property owners and managers move faster, scale smarter, and get real support, real fast.

We’re proudly People First. That’s why we’re a Certified Great Place to Work, recognized by Forbes as one of America’s Best Startup Employers (2024 & 2025), and highly rated on Glassdoor.

Mission

Door Loop 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.

Responsibilities

Process & Workflow Optimization

• 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.

Customer Health, Lifecycle & Automation

• 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.

Renewal, Retention & Expansion Operations

• 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.

Systems Administration & Data Quality

• 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.

Cross-Functional Collaboration

• Partner with CS, Implementation, Onboarding, Rev Ops, 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.

Operational Documentation & Enablement

• Maintain internal documentation for workflows, SOPs, and lifecycle frameworks.
• Support training efforts for new processes, systems, and operational updates.

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 work streams.
• Technical aptitude (automation tools, APIs, scripting) is a plus.

Preferred Soft Skills

• 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.

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…