Sr. Associate - Customer Success Operations at SaaS Labs

Noida, Uttar Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Operations, Revenue Operations, Data modeling, Data analysis, HubSpot, SQL, Workflow automation, Project management, Strategic planning, Churn analysis, Upselling, Cross-selling, Process improvement, GTM strategy, Reporting, Dashboard creation

Industry

Software Development

Description

THE COMPANY BEHIND THE PRODUCTS Every business talks about “better customer conversations.” SaaS Labs builds products that actually make them happen. From JustCall to CallPage to ServiceAgent.ai, we help thousands of businesses communicate better. Here's where we are: With 300+ people across India, the US, and beyond, we’re at an inflexion point as AI reshapes business communication. What's it like to work here? Total ownership. We’re a team that moves with purpose, builds with ambition, and loves seeing our work make a real impact. And, if you're already nodding along, let's start the conversation. THE FLAGSHIP PRODUCT With JustCall, [https://justcall.io/] we’re leading the innovation on how sales and service teams connect with their customers— using AI — across calls, texts, emails, WhatsApp, and whatever comes next! It’s a multichannel communication system that helps 7000+ of our customers serve their customers better- with 24/7 AI Agents, on-point integrations, and other forward-looking features. WHAT WE’LL COUNT ON YOU FOR * Identify expansion & retention signals: Analyse customer health, engagement, and product usage to spot churn risks and growth opportunities early. * Build models for upsell & cross-sell: Use customer and usage data to identify and prioritise expansion opportunities. * Improve GTM & Customer Success workflows: Partner with leadership to improve handoffs between Sales, CS, and Pre-sales/Onboarding. Recommend process changes, tools, and resources to make teams more effective. * Own Customer Success reporting & insights: Track and report key metrics like churn, NRR, CS performance, and customer engagement. Build dashboards and reports that help teams make better decisions. * Reduce manual work through automation: Streamline CS operations using automation, AI, and better use of CRM and CS tools. * Run Customer Success operations at scale: Ensure CS processes, data, and workflows are accurate, predictable, and scalable across systems. * Identify GTM gaps and drive solutions: Find gaps across CS, Sales, Product, and RevOps, add them to the roadmap, and lead initiatives to fix them. * Act as a strategic partner: Work closely with CS, GTM, Product, and RevOps to structure problems, propose solutions, and drive execution. SKILLS THAT MAKE YOU SUCCESSFUL IN THIS ROLE * Structured thinking: You break down ambiguous problems and use hypothesis-driven, structured approaches. * Strategic mindset: You understand the “why” before jumping into execution. * Customer Success business acumen: You clearly connect CS activities to outcomes like retention, expansion, forecasting, and NRR. * Data-driven approach: You’re comfortable with data modelling, analysis, and running analytics programs. * Project management skills: You can drive initiatives end-to-end in a structured way. WHAT’LL MAKE YOU A GREAT MATCH * 3+ years of experience in Revenue Operations or CS Strategy & Operations at a high-growth B2B SaaS company. * Strong experience working with Customer Success, Customer SupportOnboarding/Implementation, and Expansion teams to improve customer experience and influence NRR. * Good understanding of value-based CS playbooks and how they connect to Sales processes. * Hands-on experience with HubSpot (reporting, workflows, dashboards); familiarity with tools like ChurnZero, Intercom is a plus. * Comfortable with Google Sheets / Excel and SQL. * Experience with workflow automation tools (n8n, Zapier, Hightouch, etc.) is a bonus. BECAUSE LIFE’S TOO SHORT FOR BORING JOBS * Take time off when you need it. We trust you to manage your energy and schedule responsibly. * We don’t track hours, just impact. Work when you’re most productive, as long as you show up for your team. * Competitive pay that reflects your skills, experience, and the value you bring. * Once a year, we also trade Zoom calls for real hugs and high-fives, gathering somewhere nice and sunny to connect, recharge, and celebrate. * Comprehensive physical and mental health coverage for you, your partner, and your family, because care shouldn’t come with fine print. SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to making hiring or any employment decision regardless of race, colour, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.

Responsibilities

The role involves optimizing Customer Success workflows, automating manual processes, and analyzing customer data to drive retention and expansion. You will act as a strategic partner to cross-functional teams to improve GTM strategies and ensure scalable operations.