Role & responsibilities As a CS Operations specialist, you will work closely with the post-sales organization whichincludes support team, onboarding and customer success team to support strategic andtactical initiatives. You will monitor post-sale activities and metrics such as NPS, renewals,expansions, to ensure elevated customer experience post-purchase. This is a hands-on rolefocused on solving real-world problems, optimizing processes, and enabling seamlessexecution across teams.Key Responsibilities1. Process Optimization and Best Practices:- Identify inefficiencies in customer-facing processes and implement solutionsto reduce time-to-value.- Create and maintain playbooks for handling customer queries andescalations.- Develop, document, and share best practices for running NPS campaigns,customer advocacy programs, nurture, onboarding, QBRs/EBRs etc.- Maintain an up-to-date knowledge base for internal and customer use.- Document FAQs, troubleshooting steps, and operational workflows.2. Customer Insights and Analytics:- Track key customer metrics by segments (e.g., NPS, churn, engagement,renewals, expansions).- Generate insights from customer data to drive retention, expansion and upsellopportunities.3. Support Enablement:- Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customersupport workflows.- Liaise with product and engineering teams to resolve customer issues quickly.- Work with marketing on customer education and advocacy programs.Preferred candidate profile -1-3 years of experience in problem solving, and applying structured thinking, in aconsulting role or in any other analyst/operations roles.-Prior experience in customer success, support, or operations in a B2B SaaScompany is a plus, not a requirement.-Strong analytical skills and ability to work with data is a strong requirement for thisrole. Knowledge of SQL or BI tools for customer data analysis is a plus.- Excellent problem-solving skills, a proactive mindset, and hands-on approach tochallenges.- High attention to detail with the ability to manage multiple priorities in a fast-pacedenvironment.- Good written and verbal communication skills, with the ability to collaborateeffectively across teams.- Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot,Salesforce, Zendesk, Intercom).- Experience with customer engagement platforms like Gainsight is a nice-to-have.Why join us? - High growth stage: The Company is a high-growth, Series B, B2B SaaS company with acollaborative and innovative culture.- Experienced Founding Team: Our founders bring rich experience from building andscaling products. Youll work with leaders who have successfully built and exitedstartups previously.- High-Impact Role: Join a high-impact role in a fast-growing market. You’ll have theopportunity to work on impactful projects that drive real business outcomes.- Career Growth: It offers a chance to make a significant impact and grow your careerin marketing operations.- Startup Culture: Become part of a fun, fast-paced, and empowering startupenvironment that champions big challenges. You’ll join a high-velocity team thatvalues customer-centricity, ownership, and playing as one team.
