We are currently seeking a proactive and independent Customer Operations Analyst to join our team in support of our US-based partner company, Stacker. Stacker is a content distribution platform that connects brands and publishers, creating new ways to reach audiences through engaging content. As a trusted network, Stacker powers a unique ecosystem where branded stories are distributed and featured across leading news outlets worldwide.

As a Customer Operations Analyst, you will be responsible for building and managing the systems, processes, and reporting that support customer retention, renewals, forecasting, and revenue growth. Working across Account Management, Revenue Operations, Finance, and Product, you will turn customer lifecycle strategies into scalable operational processes through data governance, workflow automation, system administration, contract operations, and reporting. 

Responsibilities:

Customer Operations Systems & Infrastructure

• Own the operational foundation for Customer Success across HubSpot and connected systems, including customer properties, workflows, lifecycle stages, automation, and integrations. Continuously improve systems that enable scalable, consistent account management.
• Develop customer segmentation frameworks that improve prioritization and account coverage.

Renewal & Contract Operations

• Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc. Support forecasting readiness through strong data hygiene and operational governance while partnering with RevOps and Finance on shared processes.

Customer Data, Reporting & Health

• Build and maintain trusted reporting that provides visibility into customer health, renewal readiness, adoption, NRR, GRR, and logo retention. Support customer health scoring by implementing scoring logic, maintaining data integrity, and identifying gaps that impact reporting accuracy.

Process Documentation & Operational Excellence

• Document and maintain customer operations processes, SOPs, and governance standards. Translate leadership decisions into scalable, repeatable workflows while identifying opportunities to improve efficiency through automation and process optimization.
• Own the Customer Operations documentation library by creating and maintaining SOPs, playbooks, process maps, and governance frameworks.

Cross-Functional Execution

• Partner with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives, coordinate projects, and ensure systems, data, and reporting remain aligned across the customer lifecycle.
• Leverage modern technology to improve team productivity and operational scalability like AI-assisted workflows, Clay automations, Elvax Agents and HubSpot intelligence.

Qualifications:

The ideal candidate is comfortable building customer health score frameworks, auditing contract and renewal data, improving lifecycle processes, creating executive reports, documenting SOPs, and implementing automation. They understand how NRR, GRR, and logo retention are measured, are technically proficient in HubSpot, and are naturally curious about the metrics and operational drivers behind these outcomes.

Technical Requirements

• 2-4+ years supporting Customer Success, Account Management, Renewal Operations, or Customer Operations  functions.
• Hands-on HubSpot administration experience including workflows, automation, deal stages, custom properties, and reporting.
• Hubspot Service Hub Software Certified
• Experience supporting customer health scoring or segmentation frameworks.
• Working knowledge of NDR, GRR, and logo retention as concepts with ability to build reporting against these metrics.
• Experience maintaining SOPs and operational documentation.
• Comfortable using AI tools and automation platforms (Make, Clay, Claude or similar) to improve day-to-day execution.
• Strong written communication skills.

Preferred Qualifications

• Experience supporting Customer Success, Account Management, or Renewal Operations within a B2B SaaS organization.
• Experience administering or supporting Customer Success platforms such as ChurnZero, Planhat, TeamSense, or similar technologies.
• Experience managing contract, renewal, or expansion data and workflows within HubSpot CRM.
• Experience building or supporting customer health reporting, lifecycle governance, or renewal forecasting.
• Experience in a high-growth B2B SaaS environment, preferably within MarTech or a recurring revenue business.
• Comfortable balancing hands-on support for the Account Management team through weekly meetings and ad hoc requests with focused project work that drives long-term operational improvements.

We offer:

• Full-time, remote work
• Working hours: Monday to Friday, flexible start from 1pm CET
• Private Health Insurance from day 1
• Timely and organized performance reviews

If this seems like the right job for you, we invite you to submit your resume in English. Please keep in mind that resumes in other languages might not be considered.