Customer Success - Operations Analyst

Job Title: Customer Success Operations Analyst

Location: Bengaluru

Job Type: Full-time

About Us

We are a VC-funded startup based in Bangalore with the audacious goal of building the future of

the Infosec Compliance business. Scrut is backed by Lightspeed Ventures and Endiya Partners,

along with prominent angels from the global SaaS community.

Scrut Automation is a one-stop shop for infosec compliance. It supports IT/ITES/SaaS companies in automating their information security compliance tasks and reduces manual work in maintaining compliance by 70%. Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience.

The Scrut platform provides the fastest solution for achieving and maintaining compliance across global standards, including but not limited to SOC 2, ISO 27001, GDPR, HIPAA, PCI-DSS, or CCPA, through its single window operations. Scrut acts like an organisation's virtual CISO, so they can focus on their business and leave compliance to Scrut.

We are proliferating and looking to build a strong team to join us on this journey,

Job Summary:

The Customer Success Operations Analyst plays a critical role in supporting and optimizing the efficiency of the Customer Success team. You will be responsible for analyzing customer success processes, implementing improvements, and leveraging technology to enhance overall operational effectiveness. The goal is to drive customer satisfaction, retention, and growth by ensuring streamlined and data-driven customer success operations.

Responsibilities:

Analyze end-to-end customer success processes to identify bottlenecks, inefficiencies, and areas for improvement.

Provide actionable insights and recommendations based on data analysis to drive strategic decision-making within the Customer Success team.

Oversee the utilization and optimization of customer success tools and systems.

Collaborate with stakeholders to implement new tools or features that enhance the team's capabilities.

Create and maintain comprehensive documentation of customer success processes and procedures.

Work closely with the Customer Success team to gather and analyze customer feedback.

Identify patterns and trends in customer feedback to inform continuous improvement initiatives.

Collaborate with cross-functional teams, including Sales, Marketing, Billing, and Product Development, to ensure alignment on customer success strategies.

Implement process enhancements that contribute to improved customer satisfaction and team productivity.

Qualifications:

Bachelor's degree in Business, Operations Management, or a related field.

Proven experience in a similar operational role, preferably within a customer success or client-facing environment.

Strong analytical skills with the ability to translate data into actionable insights.

Familiarity with customer success tools and platforms.

Excellent communication and interpersonal skills.

Detail-oriented with a focus on process optimization.

Proficient in data analysis and visualization tools (e.g., Excel, Tableau).

Why should this job excite you

Opportunity to make an early impact on one of the most promising,high-growth SaaS startups in India

Flat-hierarchical, performance-driven culture

Rapid growth and learning opportunity

Comprehensive medical insurance coverage

A high-performing action-oriented team

Immense exposure to the founders and the leadership

Opportunity to shape the future of the B2B SaaS team with YOUR innovative ideas

The competitive compensation package, benefits, and employee-friendly work culture

Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.