Engagedly - Customer Operations Analyst / Senior Process Analyst

That's where you come in. What You'll Own And Achieve In This Role.

• As our Customer Operations Analyst / Process Analyst, you'll be the engine behind improving how we onboard, retain, and grow customers.
• This is not a back-office reporting role-it's a strategic seat that will influence Product, Customer Success, and Revenue Growth.
• Here's what success looks like in your first 12 months : .

Key Outcomes You'll Drive :

• Reduce time-to-value by 30% by auditing and redesigning the onboarding process to remove friction and improve handoffs.
• Increase feature utilization by 20% across key customer segments by building usage dashboards and partnering with CS and Product on adoption playbooks.
• Build a predictive customer health model that flags at-risk accounts with 80%+ accuracy at least 60 days in advance.
• Define and launch a service effectiveness framework with 3-5 key metrics (e. , onboarding success, CSAT, support SLAs) to track and improve delivery outcomes.
• Identify 15-20 qualified upsell opportunities / month using a scoring model based on product usage, engagement, and customer profiles.
• Automate 5+ manual workflows or reports across the CS and Revenue Ops team to improve efficiency and reduce redundant work.

What You'll Be Doing Day-to-Day :

• Analyze platform usage data to uncover trends in adoption, friction, and product ROI.
• Partner with Customer Success to improve onboarding, success planning, and health tracking processes.
• Work with Product to surface customer feedback and usage gaps.
• Build scalable reporting frameworks using tools like Looker, Excel, SQL, and HubSpot.
• Monitor the full customer lifecycle and identify early warning signs of churn.
• Support Sales and CS teams with insights for QBRs, expansion plays, and renewals.
• Automate insights and reporting with tools like Zapier, HubSpot workflows, and dashboards.

What You Bring :

• Ideally a Bachelors or Masters in Operations Management / Research, Statistics, Industrial Engineering, Process Management related field.
• 2-5 years of experience in Customer Operations, Business / Process Analysis, Customer Success Ops, or a similar role in a B2B SaaS environment.
• Strong analytical and modeling skills-you're fluent in using data to drive decisions.
• Working knowledge of HubSpot (CRM, workflows, reporting) is strongly preferred.
• Use of AI and AI automation tools to augment your work.
• Experience with customer engagement tools and analytics platforms Excellent communication skills-you can translate technical insights into business actions across teams.
• A systems-thinker mindset-you're excited about solving root problems, not just surface-level symptoms.

(ref : iimjobs.com)