Customer Success Operations Analyst

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies. 

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

About the Role:
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.

Key Responsibilities:

● 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. 

Qualifications:
● 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.

Preferred Qualifications:
● Experience in SaaS or technology companies.
● Knowledge of SQL or other data query languages.
● Understanding of revenue retention metrics (NRR, GRR) and forecasting methodologies.