Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.
Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.
Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.
Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
About the Role:
We are seeking a highly analytical and process-driven Customer Success Operations Analyst to
enhance the efficiency and effectiveness of our Customer Success (CS) team. This role will support
multiple business units including Onboarding, CSMs, and Customer Engineering teams.
With a focus on optimizing systems, streamlining workflows, and providing insights that drive
customer retention and growth, the ideal candidate will have a strong background in CS operations,
data analysis, and process improvement.
Key Responsibilities:
● Develop and maintain key CS operational metrics, dashboards, and reports to track team
performance and customer health.
● Optimize CS processes and workflows to drive efficiency and scalability.
● Own the administration and enhancement of Customer Success tools (e.g., Gainsight,
Salesforce, Zendesk, Tableau, etc.).
● Partner with CS leadership to identify trends, analyze churn, and provide actionable insights.
● Support customer segmentation and playbook execution to ensure proactive engagement
strategies.
● Collaborate cross-functionally with Sales, Marketing, Product, and Finance to align CS
initiatives with business objectives.
● Standardize and automate key processes, such as renewals, onboarding, and escalation
tracking.
● Manage and refine customer health scoring models to improve predictive analytics.
● Train and enable the CS team on best practices for data-driven decision-making and tool
utilization.
Qualifications:
● 3+ years of experience in Customer Success Operations, Revenue Operations, or a related
field.
● Proficiency in platforms like Gainsight, CRM tools like Salesforce, Project Management Tools
like Rocketlane.
● Strong analytical skills with experience using BI tools (e.g., Tableau, BiqQuery) and
Excel/Google Sheets.
● Excellent problem-solving abilities and a process-oriented mindset.
● Ability to work cross-functionally and communicate effectively with stakeholders at all levels.
● Experience implementing automation and process improvements within CS teams.
● Familiarity with customer journey mapping and segmentation strategies.
Preferred Qualifications:
● Experience in SaaS or technology companies.
● Knowledge of SQL or other data query languages.
● Understanding of revenue retention metrics (NRR, GRR) and forecasting methodologies.
Top Skills
What We Do
Aisera is a leading provider of enterprise Generative AI apps and a platform that helps enterprises accelerate revenue growth, improve user productivity, lower costs, and create magical user experiences.
Our products - AiseraGPT, AI Copilot, AI Search, and Agent Assist - are built on our Generative AI Platform that serves as the fundamental building block for enterprise GenAI applications. Aisera leverages a TRAPS framework (Transparent, Responsible, Auditable, Privacy, and Secure) to meet stringent data governance requirements while adhering to the highest standards of Responsible AI.
Aisera products deliver human-like interactions with a multi-modal interface, providing contextually rich conversations that boost user productivity. With pre-trained, domain-specific LLMs grounded in customer data, our products offer higher accuracy, fewer hallucinations, and increased resolution rates. They address critical industry challenges, spanning a wide range of solutions, including AI-driven software engineering, code generation, content and knowledge creation, workflow automation, and natural language AI-powered analytics.
AiseraGPT automates knowledge retrieval and repetitive tasks, while AI Copilot serves as a personal companion for answering questions, analyzing data, and completing tasks. Agent Assist provides real-time assistance for agents, including case summarization, recommendations, and next best actions, through an embedded UI widget in SaaS applications like ServiceNow, Salesforce, Workday, and more. Aisera’s AI Search allows users to perform secure, private, and permissions-aware enterprise-wide searches using natural language, generating answers, summaries, and micro-actions to boost efficiency.
Aisera provides a Universal Bot with a unified interface to resolve user requests across all domains, including Engineering, HR, IT, Sales, Marketing, Customer Service, Life Sciences, Healthcare, Financial Services, and Retail. Aisera compliments these offers with action bots that are built-in with customizable AI Workflows through an Event and Visual Studio to take action and automate business processes.
Aisera technology is based on an Agentic and reasoning architecture that can perform intentless and intent-driven natural language requests across unstructured and structured databases, business apps, and systems of records. Users benefit from a default large context window, personalized responses, and summarizations.
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