Customer Success Analyst

Job Description

Location: Bangalore (Hybrid) Job Description: We are a fast-growing Agri-Tech product company delivering configurable and scalable digital solutions to our customers. As a product-led company, Customer Success is central to how we create and sustain value. The Customer Success Operations (CS Ops) team plays a crucial role in enabling this by driving operational efficiency, managing customer tickets, maintaining systems and tools, and supporting Customer Success Managers (CSMs) in delivering a seamless customer experience. Key Responsibilities: Manage and triage customer tickets (bugs, tasks, and queries) through ticketing platforms, ensuring adherence to SLAs and timely first responses. Monitor and improve customer satisfaction by leveraging tools such as transactional NPS and CSAT. Write scripts to automate frequent activities to support client use cases Ensure consistent use and adoption of ticketing systems across customer accounts to enable structured and scalable support processes. Collaborate closely with Product and Engineering teams using tools like Jira to escalate, track, and resolve recurring product issues. Build and maintain dashboards and reports (using tools like Zoho Desk, JIRA, or Excel) to monitor Customer Success performance and internal OKRs. Contribute to a centralized knowledge base by developing support documentation, FAQs, and DIY resources to promote customer self-service and reduce ticket volume. Identify recurring issues and work with cross-functional teams to implement long-term solutions or automation to reduce manual intervention. Qualifications: Required (2–4 Years): · 2+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or related roles. · Strong data analysis and reporting skills (Excel, SQL, or business intelligence tools like Sisense etc.). · Hands-on experience with ticketing platforms (Zoho Desk preferred) and customer support tools. · Strong organizational skills with a problem-solving mindset and process improvement orientation. · Excellent verbal and written communication skills, with the ability to work cross-functionally. Preferred: · Experience in the Agri-Tech or SaaS industry. · Exposure to automation tools or workflow automation within support operations. Show more Show less