Customer Success & Onboarding Operations Analyst

DoorLoop; Kapolei (HI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Unlimited paid time off

401(k) plan with 4% matching

Full medical, dental, and vision coverage

Life insurance fully covered

Short- and long-term disability insurance

Paid parental leave

Monthly stipend for work-related expenses

Top-tier equipment provided

Job summary

A leading software development company is seeking a Customer Success & Onboarding Operations Analyst. This mid-senior level role involves optimizing workflows, enhancing customer lifecycle processes, and collaborating with various teams to improve activation and retention. The ideal candidate has 3+ years in operations or business analysis, particularly in SaaS environments. Comprehensive benefits and a full-time contract are offered.

Qualifications

• 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 high data quality standards.
• Ability to collaborate effectively with multiple teams and manage several workstreams.
• Technical aptitude (automation tools, APIs, scripting) is a plus.

Responsibilities

• Collaborate with CX leadership to optimize onboarding, implementation, and Customer Success workflows.
• Maintain and enhance the operational components of customer health scoring.
• Support the operational side of renewal and expansion motions.
• 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.
• 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.

Skills

Operations

Business analysis

Salesforce reporting

Data management

Customer lifecycle management

Attention to detail

Collaboration

Technical aptitude

Tools

Salesforce

Vitally

Job description

Customer Success & Onboarding Operations Analyst

DoorLoop 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

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.

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, 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.

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 workstreams.
• 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 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 help you set up for success.

Compensation Range

Compensation varies based on experience and qualifications; details will be discussed during the interview process.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Manufacturing

Industries

Software Development

Referrals increase your chances of interviewing at DoorLoop by 2x