Customer Success Analyst
At a glance
Mid-level Customer Success role at ELSA. Asia, PE.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Run B2B activation, account setup, dashboards, invitations, and recurring engagement work
- Resolve client-admin and CSM requests through ticketing tools, coordinating issues to closure
- Track NRR, GRR, ARR, retention, and CSAT to surface engagement gaps and customer risks
- Create recurring reports and turn operational data into useful guidance for CSMs
- Improve repetitive workflows by testing, documenting, and supporting automation and AI solutions
What you bring
- At least three years in Customer Success Operations, SaaS Operations, business or data analysis, or related work
- Background in B2B SaaS plus experience with Zendesk, Freshdesk, HubSpot, Salesforce, or a comparable platform
- Strong ability to analyze dashboards, operational information, and Customer Success metrics
- Strong English communication and a proactive approach to process improvement, automation, and AI tools
Who this fits
You’ll suit a customer-operations analyst who combines support work, data interpretation, and workflow improvement. The role works closely with CSMs, B2B clients, and internal teams. Remote-first work is available in LATAM and several other regions, while Vietnam and Indonesia use a hybrid model.
From the employer
Location: Asia
Department: B2B Revenue
Report to: Customer Success Operation Lead
About Us
ELSA is a global leader in AI-powered English communication training, dedicated to transforming how people learn and speak English with confidence. Founded in 2016 and headquartered in San Francisco, we operate across the U.S., Vietnam, Portugal, Indonesia, Brazil and Japan.
Powered by proprietary speech-recognition technology and generative AI, ELSA delivers real-time, hyper-personalized feedback to help learners improve pronunciation, fluency, and overall communication effectiveness. With over 50 million learners and 1 billion hours of anonymized speech data, ELSAs depth of language training intelligence is unmatched in the industry.
Our B2B flagship platforms ELSA Enterprise and ELSA Schools empower organizations and educational institutions to elevate communication capabilities and unlock personal and professional opportunities for their people. We design engaging, bite-sized learning experiences that adapt to each learner's goals and context, ensuring measurable improvement and lasting confidence.
Our vision is to become the global standard for real-time English communication training, enabling 1.5 billion language learners worldwide to speak clearly, be understood, and share their stories with the world.
Backed by world-class investors including Googles Gradient Ventures, Monks Hill Ventures, and SOSV, ELSA has been recognized among the top global AI innovators:
Forbes Top 4 Companies Using AI to Transform the World
Research Sniper Top 5 Best AI Apps
ASU+GSV EdTech 150
CB Insights Top 100 AI Companies
Join us in shaping the future of language learning and empowering millions to unlock opportunity through confident communication.
Role Summary: 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.
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