<p>Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.</p> <p>Position</p> <p>The Customer Success Operations Analyst plays a key role in enabling our Customer Success organization to operate with precision, efficiency, and insight. This role partners closely with Customer Success Managers, Leadership, Product, Sales, and Support to ensure our customer data, processes, systems, and reporting are accurate, scalable, and aligned to business goals. The ideal candidate has a strong analytical mindset, experience with SaaS workflows, and a passion for improving outcomes for both customers and internal teams.</p> <p>What We Offer</p> <ul> <li>A fun, fast paced team that turns data into valuable information </li><li>Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries </li></ul> <p>What You Will Do</p> <p>Data Integrity & Reporting</p> <ul> <li>Maintain and improve customer data quality across systems (NetSuite, Totango, etc.) </li><li>Monitor customer health metrics and support the development of predictive scoring models. </li><li>Build dashboards and automated reporting to provide real-time insight into customer engagement, product adoption, and renewal risk. </li></ul> <p>Process Optimization</p> <ul> <li>Analyze current CS workflows to identify inefficiencies and gaps; design playbooks and process improvements. </li><li>Develop SOPs and documentation to ensure consistent execution across the Customer Success team. </li><li>Create and maintain standardized tools such as onboarding checklists, renewal playbooks, escalation paths, and success plans. </li></ul> <p>Systems Administration & Automation</p> <ul> <li>Administer Totango </li><li>Implement automations to reduce manual administrative work for CS Team. </li><li>Lead testing and rollout of new Totango capabilities, integrations, notifications, and workflows. </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li>Facilitate data and insights sharing between CS, Product, Sales, and Support. </li></ul> <p>Analyze customer feedback and operational trends to identify product improvement opportunities.</p> <p>Who You Are and What You Bring</p> <ul> <li>2+ years experience in Customer Success Operations, RevOps, Business Analytics, or a related SaaS operational role </li><li>Strong data analysis skills and ability to translate insights into actionable recommendations </li><li>Hands-on experience with at least one Customer Success platform (Totango, Gainsight, PlanHat, ChurnZero, etc.) </li><li>Proficiency in Excel/Sheets and familiarity with data visualization tools (Power BI, Tableau, Looker, etc.) </li><li>Excellent written and verbal communication skills; able to explain complex data in clear, business-relevant terms </li></ul> <p>Desired But Not Required</p> <ul> <li>Experience with CRM systems (NetSuite, HubSpot) </li><li>SQL familiarity or comfort working with structured data/backend tables </li><li>Knowledge of SaaS customer lifecycle frameworks (onboarding, QBRs, renewals, churn mitigation) </li><li>Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered. </li></ul> <p>Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.</p> <p>The anticipated base pay range for this position is $63,000 - $99,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate's relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.</p> <p>At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.</p>