Customer Success Operations Analyst

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

Ready to level up the Customer Success function for a hyper-growth B2B SaaS company? In this role, you will join Qualia's Revenue Operations (RevOps) team, which provides the resources and tools that drive our accelerating momentum. 

As a Customer Success Operations Analyst, you'll work as a true generalist, supporting diverse initiatives across the post-sales customer lifecycle and leveraging both technical skills and AI-assisted workflows to drive efficiency and insights. You'll be the go-to operational partner for various teams, solving problems through data-driven analysis, system optimization, and analytical thinking. You'll collaborate directly with business partners to understand their needs, translate requirements into technical solutions, and deliver operational improvements that move the business forward. Your work will span customer success tool evaluation and optimization, reporting and analytics, operations ticket resolution, and cross-functional projects as business priorities evolve. The ideal candidate will be comfortable with ambiguity, excited by variety, and energized by building relationships across the organization.

• Analytics & Reporting: Develop reports, dashboards, and analytics using visualization platforms and data warehouse tools, translating raw data into actionable business insights that support decision-making across the customer organization
• System Optimization: Configure, optimize, and evaluate customer success tools and related systems to improve team productivity, data quality, and customer outcomes
• Strategic Analysis: Support ad-hoc analysis and special projects for the Revenue Operations team, contributing data-driven insights that inform strategic initiatives
• Operations Management: Manage and resolve operational requests through ticketing systems like Salesforce, maintaining professionalism and urgency in all interactions
• Cross-Functional Partnership: Partner with Customer Success, Support, Services, and cross-functional teams to understand operational challenges, design scalable solutions, and build trust as a reliable business partner
• Continuous Improvement: Stay current on emerging tools, workflows, and best practices in Revenue Operations, proactively bringing ideas for continuous improvement

• Communication & Relationship Building: Strong interpersonal and communication skills with demonstrated ability to build relationships and credibility with people across an organization. You are comfortable meeting with and presenting to business partners at all levels, and you view feedback and constructive challenge as opportunities to improve and refine solutions
• Technical & Analytical Skills: Strong analytical skills with hands-on experience working with business intelligence and data warehouse tools, Excel/Google Sheets for advanced analysis, and reporting platforms to surface insights and answer complex business questions. Comfortable learning new technical tools and working with data
• AI & Emerging Technology: Comfort with AI-assisted tools and workflows, with curiosity and enthusiasm for experimenting with emerging technologies to enhance productivity and analysis
• RevOps Systems Expertise: Experience with core Revenue Operations systems such as CRM platforms (Salesforce or similar), customer success tools (Totango, Gainsight, ChurnZero, or similar), and data visualization platforms (Looker, Tableau, or equivalent)
• Generalist Mindset: A generalist mindset with the ability to context-switch between projects, priorities, and stakeholder groups while managing competing demands without losing sight of quality, deadlines, or important details. You're excited about broad exposure to different areas of the business and see this role as an opportunity to develop a comprehensive operational skillset
• Problem-Solving Orientation: Technical aptitude with a problem-solving orientation. You understand how technology enables business processes and can translate business needs into requirements and solutions while remaining open to feedback and alternative approaches
• Owner's Mentality: An owner's mentality. You take pride in your work and approach your role as a builder and trusted partner, not just a task executor
• Organization & Detail: Excellent organizational skills and attention to detail
• Experience: 1-3 years of experience in Customer Success Operations, Sales Operations, Revenue Operations, or a related analytical/operations role in a SaaS environment

Preferred Qualifications:

• Experience supporting customer-facing or field teams in a SaaS environment
• Familiarity with project management and collaboration tools
• Background in the real estate or financial services technology sectors

While this role is based in Austin, Texas, we're open to exploring remote possibilities for qualified candidates.

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.

#LI-Remote