Business Analyst

Profile Overview:

Were hiring a CS Operations Analyst/Senior Analyst to uplevel how Customer Success operates at Rocketlane.

CS is core to our customer experience, and this role is critical to scaling our post-sale engine. Youll build and manage the systems, processes, and data infrastructure that help our CS team deliver magical onboarding and ongoing value to customers.

You’ll work closely with CS, RevOps, Product, and Growth teams. Your mission: drive visibility, efficiency, and proactivity across the entire customer lifecycle—from onboarding to renewal and expansion. Expect high ownership, a chance to play with cutting-edge tools, and plenty of collaboration.

What You’ll Do

• Own end-to-end CS ops—tools, workflows, dashboards, and processes that power onboarding, adoption, and retention
• Design and maintain health scoring models to track customer sentiment, risk, and expansion potential
• Set up data-backed playbooks for proactive CS outreach, onboarding, QBRs, and renewals
• Partner with CS leads to define KPIs, track performance, and drive continuous improvement
• Build and maintain dashboards to monitor customer health, NRR, onboarding progress, support metrics, and more
• Own the CS tech stack (think: Rocketlane, Gainsight, Vitally, Catalyst, HubSpot/Salesforce, Intercom/Zendesk) and manage tool integrations and workflows
• Drive cross-functional alignment between CS, Sales, Product, and Marketing on feedback loops, handoffs, and expansion plays
• Run structured cadences with CSMs to identify data gaps, surface opportunities, and improve operational efficiency
• Partner with RevOps to ensure CRM hygiene, accurate revenue tracking, and reporting alignment
• Explore automation and AI to streamline CS workflows, from alerts to nudges and more

What We’re Looking For

• 2 to 6 years of experience in RevOps or Consulting roles (SaaS experience preferred)
• Not Mandatory but preferred - Hands-on experience with CS tools (Gainsight/Vitally/Catalyst), CRM (HubSpot/Salesforce), and data/BI tools
• Strong process thinker with an eye for efficiency, and a builder mindset
• Good with numbers, with strong analytical skills and attention to detail—you spot trends, catch errors, and back decisions with data
• Clear communicator who can bridge business needs and system design
• High ownership operator who thrives in fast-paced environments
• Data-savvy: comfortable diving into numbers, building reports, and making decisions based on insights
• Curious about the latest in SaaS tooling, especially AI and automation in post-sale workflows

Why join us?

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• Impact and ownership

  : You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.

• Work with the best

  : We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.

• Celebrate wins

  : Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.

• Learn and grow

  : We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).

• Flexibility and balance

  : While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).