ELSA · India
As a Customer Success Analyst, you will support B2B customer operations by combining customer support, data analysis, process improvement, and automation. You will work closely with CSMs and B2B clients to ensure smooth operations, monitor customer engagement, and improve scalable workflows.
Key Responsibilities
Customer Operations & Support
Manage B2B customer activation, account setup, dashboards, user invitations, and recurring engagement activities.
Handle operational and technical requests from B2B client admins and internal CSMs through ticketing systems.
Investigate issues, coordinate with internal teams, and ensure timely resolution.
Prepare customized reports and support CSMs with day-to-day operational needs.
Data & Customer Success Analytics
Monitor customer engagement and key CS metrics such as NRR, GRR, ARR, retention rate, and CSAT.
Analyze dashboards and operational data to identify engagement gaps, trends, and potential customer risks.
Build and maintain recurring reports to support customer and account monitoring.
Translate data into actionable insights for CSMs and the broader Customer Success team.
Process Improvement & Automation
Identify repetitive or inefficient workflows and propose practical improvements.
Support automation initiatives using new tools, AI, and workflow automation solutions.
Help test, implement, and document improved processes across Customer Success operations.
Continuously look for ways to reduce manual work and make operations more scalable.
What You Will Have
3+ years of experience in Customer Success Operations, SaaS Operations, Business/Data Analysis, Customer Support Operations, or a related role.
Experience working in B2B SaaS and with tools such as Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms.
Strong analytical and problem-solving skills, with the ability to work with dashboards, operational data, and CS metrics.
Strong English communication skills and a proactive mindset toward process improvement, automation, and AI tools.
What We Offer
Flexible work setup: Remote-first for Singapore, India, Malaysia, Philippines, Thailand, LATAM, Middle East; hybrid model for Vietnam, Indonesia.
Comprehensive employee well-being benefits.
Free ELSA Premium courses to polish your language skills
Collaborative, international team culture.
Opportunity to contribute to a fast-growing, well-funded Silicon Valley startup with global impact.
Department
B2B Revenue
Locations
Asia, India, Singapore, ELSA Indonesia Office, ELSA Japan Office, ELSA Hanoi Office, ELSA Ho Chi Minh Office
Remote status
Fully Remote
