Revenue Operations Analyst (CX)

From the company's job description

ABOUT PLEO

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.

The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.

Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

ABOUT THE ROLE

We're looking for a GTM Operations Analyst to join our CX Operations team at Pleo. In this role, you'll drive operational excellence across customer experience, retention, and lifecycle workflows, manage CRM systems and data integrity, build reporting dashboards, and translate operational data into actionable insights for proactive retention strategies. If you're excited about building scalable customer-facing processes and are passionate about customer experience and SaaS operations, then this is the opportunity for you!

Who you’ll be working with and reporting to You’ll report to our GTM Operations Manager and work closely with teams in Customer success & Sales teams. Our team is highly collaborative and dedicated to operational health and data integrity. You’ll also have the chance to partner with teams across GTM to ensure success.

WHAT YOU’LL BE DOING

As a GTM Operations Analyst, you will:

• Operational Reporting & Dashboards – Design, build, and maintain comprehensive operational dashboards in Looker, Vitally, or Power BI to track customer health, onboarding progression, risk signals, and lifecycle renewals.

• CRM Administration & Data Management – Manage HubSpot or Salesforce systems including field configuration, custom objects, data mapping, and user access management.

• Churn & Risk Analytics – Analyze customer usage patterns and behavioral indicators to identify at-risk accounts early and support proactive retention interventions.

• Process Optimization – Map and evaluate post-sales and CX workflows to identify bottlenecks and implement improvements across CX platforms.

• Stakeholder Collaboration & System Hygiene – Partner directly with CX leadership, Sales Operations, and GTM teams while conducting regular platform audits and workflow automations.

You can expect to work with the following tech stack: HubSpot, Vitally, Salesforce, Freshworks, Looker, Power BI, and SQL/Python tools.

What you bring

You’ll thrive in this role if you have:

• 3+ years as a CX Operations Analyst, Operations Specialist, Business Analyst, or similar role in B2B SaaS.

• Hands-on experience administering CRM platforms (HubSpot or Salesforce) and Customer Success tools (Vitally, Gainsight).

• Proficiency in building and maintaining business intelligence dashboards in BI tools (Looker, Power BI, Tableau).

• Strong analytical skills, execution focus, and communication skills to collaborate with technical and non-technical stakeholders.

• Nice-to-have: Proficiency with SQL or Python, workflow automation tools (Zapier/Make), and background in data governance.

• A strong background in customer success, sales operations, or customer analytics.

Why is this role a good fit for you

This role is a good fit for you if:

• You're comfortable with ambiguity and enjoy building structure and process where none exists yet, rather than waiting for a fully defined playbook.

• You're happy fielding ad-hoc requests and shifting priorities without losing momentum, and you don't need every task pre-defined to get moving.

• You get energized by digging into messy, complex problems and finding the root cause rather than settling for a quick patch.

• You're flexible and adaptable, comfortable working across multiple systems, stakeholders, and shifting priorities at the same time.

• You're naturally curious about data and genuinely enjoy translating numbers into a clear story that drives a business decision — a core trait of strong CX/Sales Ops talent.

This role is not a good fit for you if:

• You need clearly defined, rigid action items and step-by-step direction to feel comfortable, rather than figuring out the approach as you go.

• You prefer priorities to stay fixed and find frequent context-switching between projects and stakeholders draining rather than energizing.

• You'd rather go deep on a single system or process than work across multiple CRM and CX platforms and stakeholder groups at once.

• You need a fully built-out process before you can start executing, rather than building the process as part of the work.

How you’ll develop in this role In your first 6 months at Pleo, you’ll:

• Lead reporting/dashboards to drive impact in Revops.

• Collaborate with the CX team to improve processes or systems.

• Grow your skills in Revops, taking on new challenges as the company continues to scale.

We’re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills in Revops function.

SHOW ME THE BENEFITS

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• We offer 25 days of holiday + your public holidays

• For our Team, we offer both hybrid and fully remote working options

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far

• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work

The interview process

We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

1. Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background.

2. Hiring Manager Interview - 45 mins - To understand your experience, skillset, team fit and general alignment for the role.

3. Pleo Challenge - 60 mins - An opportunity to showcase your knowledge and skillset, this will be with 2-3 leaders across the business.

Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to ensure you can set yourself up for success!

When reviewing applications for the CX Operations Analyst role, here is what we really care about:

• We receive a lot of CVs, and many of them are AI-generated. We love seeing people leverage AI—it’s a big focus for us internally too—but without human intervention, these CVs can sometimes become generic and fail to show a candidate in the best light. What we're really looking for is the specific details of real impact that only you—not AI—know from your previous experience. A top tip from us is to use the “Achieved X, as measured by Y, by doing Z” formula (credit: Laszlo Bock, ~2014) to give a really clear picture of what you’ve worked on. A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background.

• Every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process.

• Highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.

ABOUT YOUR APPLICATION

• English first. Since it's our company language, please submit your application in English. You’ll be using it a lot if you join us.

• A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails.

• Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us.

• Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email [email protected]. We’ll design a process that works for you.

• Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy here https://www.pleo.io/en/legal.

• Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role.

• Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit.