Sr. Customer Operations Specialist

About the Role We're looking for a Sr. Customer Operations Analyst to build and optimize the operational foundation behind our post-sale customer experience. In this role, you'll own the systems, processes, reporting, and governance that make customer health, renewals, retention, and forecasting accurate, scalable, and actionable. Reporting to the Sr. Director of GTM Operations, you'll partner closely with Account Management, Revenue Operations, Finance, and Product to translate customer lifecycle strategy into operational execution. You'll administer and improve our customer operations infrastructure, ensuring our teams have trusted data, efficient workflows, and the reporting they need to retain and grow customer revenue. This is an execution-focused operations role for someone who enjoys solving complex operational problems through systems thinking. You'll build scalable processes, improve automation, maintain high data quality, and continuously identify opportunities to make our customer organization more effective. As Stacker continues to grow, you'll have the opportunity to influence how customer health is measured, improve our Customer Success technology stack, and help build the operational infrastructure that supports long-term customer success. About Stacker Stacker is revolutionizing the traditional newswire business model and the ways in which brand newsrooms and publishers connect. Our platform helps over 100 content contributors - brands, nonprofit newsrooms, and others - extend the reach of their content by seamlessly integrating with a network of thousands of trusted news publishers. As a bootstrapped, fast-growing company, we're resourceful, innovative, and committed to building an inclusive, equitable culture. We are a remote-first team that values ownership, integrity, and collaboration—offering flexible schedules, unlimited vacation, an employee equity program, and full health & dental coverage. We champion long-term impact over short-term gains and believe in empowering our team with autonomy and opportunities for career growth. What You'll Do Own Customer Operations infrastructure: Administer and continuously improve HubSpot and connected systems by managing customer properties, lifecycle stages, workflows, automations, integrations, and operational processes that support scalable account management. Drive customer data quality: Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc while ensuring strong governance and reliable forecasting. Build trusted reporting: Develop dashboards and reporting that provide visibility into customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting while ensuring reporting accuracy through strong data integrity. Implement customer health frameworks: Support customer segmentation and health scoring by maintaining scoring logic, improving data quality, and identifying opportunities to strengthen reporting and operational visibility. Create operational documentation: Build and maintain SOPs, playbooks, governance documentation, process maps, and operational standards that create consistency across the customer organization. Optimize workflows through automation: Identify inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other modern operational tools. Partner cross-functionally: Collaborate with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives and ensure alignment across the customer lifecycle. About You You're someone who naturally creates order from complexity. Rather than applying one-off fixes, you enjoy building scalable systems and repeatable processes that improve how teams work. You have strong attention to detail, take ownership of your work, and care deeply about maintaining accurate data and operational excellence. You enjoy partnering across functions and are comfortable working with both technical systems and business stakeholders. You're curious about customer success metrics, eager to leverage AI and automation to improve productivity, and excited to help build the operational foundation that enables customer retention and long-term growth. What You'll Bring 2–4+ years of experience supporting Customer Success Operations, Customer Operations, Account Management Operations, Renewal Operations, or similar customer-facing operational functions. Hands-on experience administering HubSpot, including workflows, automation, custom properties, lifecycle stages, and reporting. Experience supporting customer health scoring, customer segmentation, or lifecycle management initiatives. Strong understanding of customer retention metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention. Experience building reporting, dashboards, and operational processes that improve visibility into customer performance. Experience creating and maintaining SOPs, documentation, and operational governance. Comfortable leveraging AI and automation tools (such as Make, Clay, Claude, or similar platforms) to improve operational efficiency. Excellent written communication skills and strong attention to detail. Nice-to-Haves Experience supporting Customer Success or Account Management teams within a B2B SaaS organization. Experience with Customer Success platforms such as ChurnZero, Planhat, TeamSupport, or similar technologies. Experience managing contract, renewal, or expansion workflows within HubSpot CRM. Experience building customer health reporting, lifecycle governance, or renewal forecasting processes. Experience working in a high-growth, recurring revenue, or MarTech environment. Why Join Us? We're a diverse team of storytellers committed to building a more exciting, innovative future for media and marketing. As a bootstrapped company, we're resourceful, fast-moving, and focused on sustainable growth. Our virtual-first culture is rooted in trust, ownership, and collaboration, with a deep respect for each team member's voice and value. You'll be joining a company that's serious about impact—and intentional about how we scale it. Perks & Benefits 💸 Equity Program 🏖 Unlimited PTO 🏡 100% Remote 👶 3 Months Paid Parental Leave 💰 401(k) Match 🏥 Full Health & Dental Coverage 🛡️ Life Insurance & Short-Term Disability 🎉 Team Culture, Events & Retreats We strongly encourage women, people of color, veterans, people with disabilities, and gender-nonconforming candidates to apply. Stacker is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.