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Customer Success Analyst

ELSA, Corp

Role overview

Qualifications

  • 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

Responsibilities

  • 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
  • Monitor customer engagement and key CS metrics such as NRR, GRR, ARR, retention rate, and CSAT
  • Identify repetitive or inefficient workflows and propose practical improvements

Key facts

Hard skills

Other skills

  • Analytical Skills
  • Problem Solving
  • Communication

About the company

ELSA, Corp logo

ELSA, Corp

E-Learning / EdTech

Together with a very talented team of speech recognition scientists and linguistic experts, we created ELSA (English Language Speech Assistant), one of the smartest A.I. assistant for pronunciation training and accent reduction. Our vision is to enable the 1.5 billion language learners around the globe to speak foreign languages with full confidence and unlock their opportunities in life. Our flagship product, ELSA Speak, is a personal virtual pronunciation coach. ELSA can listen to you speak English, pick out the exact errors as you speak at an individual sound level or intonation, rhythm, and pitch. ELSA will then give you instant feedback and recommendations on how to fix those errors. All these feedback are fully automated using our proprietary speech recognition technology based on deep-learning algorithm. Our recent accomplishments: - “The Best Digital Learning App” at Reimagine Education 2016 - The 2016 winner of the world’s largest startup competition SXSWEdu Launch - Honorable Mention: Fast Company's World Changing Ideas Awards, 2020 - GSV Edtech 150, CBInsights AI 100, 2020 & 2021 - Recognized as Top 5 Best Artificial Intelligence Apps (by Research Sniper); and Top 4 Companies Using AI To Transform The World (by Forbes) - 50+ million users across 200+ countries - Invested by Gradient Ventures - Google’s A.I. fund For career opportunities, please visit https://elsaspeak.com/careers

Company details

IndustryE-Learning / EdTech
Company size201 - 500

Links

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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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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