Customer Success Operations Analyst, Aisera
AI-driven workplace automation software
Open for applications
AI-driven workplace automation software
201-500 employees
Open for applications
201-500 employees
Company mission
To help users with greater self-service by automating common to complex actions and tasks.
Role
Who you are
- 3+ years of experience in Customer Success Operations, Revenue Operations, or a related field
- Proficiency in platforms like Gainsight, CRM tools like Salesforce, Project Management Tools like Rocketlane
- Strong analytical skills with experience using BI tools (e.g., Tableau, BiqQuery) and Excel/Google Sheets
- Excellent problem-solving abilities and a process-oriented mindset
- Ability to work cross-functionally and communicate effectively with stakeholders at all levels
- Experience implementing automation and process improvements within CS teams
- Familiarity with customer journey mapping and segmentation strategies
Desirable
- Experience in SaaS or technology companies
- Knowledge of SQL or other data query languages
- Understanding of revenue retention metrics (NRR, GRR) and forecasting methodologies
What the job involves
- We are seeking a highly analytical and process-driven Customer Success Operations Analyst to enhance the efficiency and effectiveness of our Customer Success (CS) team
- This role will support multiple business units including Onboarding, CSMs, and Customer Engineering teams
- With a focus on optimizing systems, streamlining workflows, and providing insights that drive customer retention and growth, the ideal candidate will have a strong background in CS operations, data analysis, and process improvement
- Develop and maintain key CS operational metrics, dashboards, and reports to track team performance and customer health
- Optimize CS processes and workflows to drive efficiency and scalability
- Own the administration and enhancement of Customer Success tools (e.g., Gainsight, Salesforce, Zendesk, Tableau, etc.)
- Partner with CS leadership to identify trends, analyze churn, and provide actionable insights
- Support customer segmentation and playbook execution to ensure proactive engagement strategies
- Collaborate cross-functionally with Sales, Marketing, Product, and Finance to align CS initiatives with business objectives
- Standardize and automate key processes, such as renewals, onboarding, and escalation tracking
- Manage and refine customer health scoring models to improve predictive analytics
- Train and enable the CS team on best practices for data-driven decision-making and tool utilization
Our take
Aisera is an intelligent process automation platform startup that automates tasks, actions, and workflows for customers using AI tech. Thus providing its users with cost-cutting opportunities, while boosting productivity.
With the increased interest in AI solutions, plenty of competitors are vying for a position in the lucrative and expanding workflow automation market. From startups like WorkFusion, and strong contender UiPath, to larger giants like Microsoft and IBM, Aisera is under pressure to distinguish itself. However, as it is the world's first AI-driven EX and CX service platform, the company has seen an unprecedented 300% YOY growth.
Aisera counts on a 75 million strong user base, including big-name enterprise clients like Zoom, McAfee, and Autodesk. This demonstrable success in helping large companies accommodate growth without compromising on customer service will prove vital in winning significant market share. Its accelerated focus on strategic partnerships, which currently include the likes of Microsoft, Salesforce, and Slack, and further product development is likely to see Aisera continue gaining momentum.
Freddie
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2022
$90m
SERIES D
Apr 2021
$40m
SERIES C
Total funding: $218.5m
Company benefits
- Stock options
- Remote work friendly
- Medical, dental, and vision plans
- $1000 as a one-time home office upgrade
- Employee and Customer referral programs to participate in the success
Company HQ
Alviso, San Jose, CA
Leadership
Muddu Sudhakar
(CEO)Before co-founding Aisera, Muddu worked as CEO for Caspida, Cetas, Kazeon, Sanera and Rio Design. He holds a PhD in Computer Science from the University of California and owns more than 40 patents.
Christos Tryfonas
(Chief Architect)Before co-founding Aisera, Christos founded and was CTO of Caspida, a cyber-security company. He has also co-founded Cetas, a cloud analytics company, and Kazeon Systems.
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