CX Operations Analyst

LearnUpon is looking for a CX Operations Analyst to join our team in Utah. This is a hybrid role, working 3 days per week from LearnUpon's Salt Lake City office.

LearnUpon LMS helps organizations train their employees, customers, and members. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We're always striving for the best solution (not the easy one). We’re proud of our success and we’re humble and hungry to achieve more. 

This role will report to our Head of Revenue Operations and support the Customer Experience teams. You will partner with senior CX and Sales leadership and the broader GTM team to drive the overall productivity and effectiveness of the organisation. Responsibilities include aligning and executing our overall customer experience strategy, operationalizing a retention forecast, building and maintaining customer health metrics, assisting with business planning, performing go-to-market analysis, understanding win/loss trends, aligning success and sales territories and teams, workflow and process optimisation, and standing up customer experience playbooks and programs.

You will have a broad remit of CX specific Revenue Operations tasks that contribute directly to our growth trajectory. We encourage and empower you to be brave and be creative, so we are looking for big thinkers who are ambitious and who love solving large problems.

What will I be doing?

• 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.

What skills do I need?                                                                                  

• 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.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Not required but considered a big plus

• Experience building with AI agent frameworks.
• 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 &quo