CX Operations Analyst / Specialist

Job Title: CX Operations Analyst / Specialist
Location: Remote Latin America Preferred
Type of Contract: Full-Time
Salary Range: Market Rates
Language Requirements: English (Professional Proficiency)

We are seeking a skilled CX Operations Analyst/Specialist with deep experience in HubSpot administration and post-sales process optimization to join our growing team at Compliancy Group. You will play a key role in enabling our Customer Success organization by streamlining workflows, ensuring data accuracy, and strengthening operational alignment across teams. Your work will directly impact forecasting accuracy, onboarding quality, customer health visibility, and overall team efficiency.

Responsibilities

• Own and optimize the HubSpot CX infrastructure across all objects, including property governance, automation, and system-wide data accuracy.
• Build, maintain, and evolve customer lifecycle workflows (onboarding, renewal
  management, NPS/CSAT, TTV tracking, at-risk alerts) to drive predictable retention and expansion outcomes.
• Work cross-functional CX operations with Customer Success, Onboarding, Support, Product, and Finance to streamline handoffs, define SLAs, and ensure consistent customer experience across all touchpoints.
• Develop and manage reporting and dashboards for CSAT, TTV, renewals, NRR/GRR, onboarding progress, and CSM activity engagement to support executive visibility and forecasting.
• Oversee data governance and hygiene, change controls, field standardization, and integration quality (Chargebee, Amplitude, Product Fruits, etc.).
• Drive process documentation in Confluence, ensuring scalable playbooks for onboarding, pooled success, ticket routing, internal redirects, and PLG support motions. 
• Support continuous optimization of AI- and self-serve customer programs, including in-app guidance, chatbot actions, knowledge base strategy, and PLG support scalability.

Key Capabilities

• HubSpot Administration & Architecture
• Comfort with cross-object automation logic
• Custom properties, calculated fields, re-enrollment, and dependency management
• Multi-pipeline ticketing & routing strategies
• CX-Focused Revenue & Retention Ops
• Renewal forecasting logic (weighted probability, ARR alignment)
• CSM ownership models and account pool structures
• NRR/GRR tracking and reporting discipline
• System Integration Fluency (Nice to have)
• Chargebee HubSpot subscription logic
• Amplitude usage mapping into workflows
• Product Fruits + HubSpot triggers
• Awareness of data flow limitations (tokens, mapping constraints, etc.)

Documentation & Enablement

• Confluence-level playbook creation (not just notes)
• Can translate technical workflows into repeatable team processes
• Onboarding materials for new CSMs / pooled success / support