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DoorLoop · 1 week ago

Customer Success & Onboarding Operations Analyst

Miami Beach, FL

Full-time

Onsite

Mid Level

3+ years exp

DoorLoop is a property management software company that focuses on helping property owners and managers improve their operations. They are seeking a Customer Success, Implementation & Onboarding Operations Analyst to enhance systems and processes that support their post-sales teams, focusing on onboarding workflows and customer lifecycle processes.

AccountingProperty ManagementReal EstateRental PropertySoftware

Responsibilities

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

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

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

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

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

Maintain internal documentation for workflows, SOPs, and lifecycle frameworks

Support training efforts for new processes, systems, and operational updates

Qualification

Salesforce reportingData managementCustomer lifecycle managementOnboarding conceptsProcess optimizationTechnical aptitudeCollaborationAttention to detailSelf-starterOrganizational skills

Required

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

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 set you up for success.