Customer Success Analyst

Job description

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.