CS Operations Analyst at Meltwater

Description

• We’re looking for a motivated, detail-oriented Client Success Operations Analyst to join our Global Client Success Operations team. This is an ideal opportunity for someone early in their career who brings strong data skills and a passion for enabling customer-facing teams to succeed.
• In this role, you'll play a vital part in ensuring operational excellence, maintaining data integrity, and supporting tools and systems that power our global CS function. Reporting to the Director of Global CS Operations (based in Hong Kong), you'll partner closely with CS leadership to drive performance metrics, optimise customer success processes, and enable scalable, repeatable programs that enhance retention, growth, and efficiency.
• A core part of your role will include managing and enhancing our CS platform —ensuring successful configuration, integration with other systems, roadmap execution, and adoption across teams. You’ll also contribute to strategic projects, including piloting AI-driven initiatives, automating workflows, and building data insights that help CS teams deliver measurable value to our customers.
• This is a high-impact role for someone eager to grow into a strategic business partner and trusted advisor to the CS organization.

What You'll Do:

Data Integrity & Reporting

• Ensure strong process hygiene by maintaining up-to-date documentation, and regular reviews for process relevance and data accuracy across CS systems (e.g., CSM, CS Platform etc).
• Build and manage dashboards and reports to monitor key success metrics
• Analyze trends and provide actionable insights that inform CS leadership decisions.
• Evaluate program performance using data and provide recommendations for scaling and continuous improvement.

Process & Tooling Support

• Document, optimize, and scale core Client Success processes across global teams.
• Support the CS technology stack, ensuring systems are configured to meet team and business needs.
• Identify opportunities to streamline workflows and reduce manual tasks through automation and integration.

Driving Enablement & Tool Adoption

• Act as a subject matter expert for CS Platform, supporting configuration, enhancements, and adoption.
• Develop and maintain training materials, playbooks, and onboarding resources to drive consistent and effective usage.
• Monitor tool engagement and proactively support CS team members to maximize platform value.

Strategic Projects

• Contribute to high-impact initiatives focused on customer retention, team productivity, and operational efficiency.
• Collaborate on the exploration and implementation of AI-powered tools (e.g., generative AI, predictive analytics) to modernize CS operations.
• Stay ahead of industry trends to inform CS innovation and long-term operational strategy.

What We’re Looking For:

• Experience: 1–2 years in a CS operations, business analyst, revenue operations, or customer-facing CS role (SaaS or B2B tech experience preferred)

Technical Proficiency:

• Strong proficiency in Excel/Google Sheets and a solid understanding of data analysis fundamentals.
• Experience with CS and CRM platforms such as Salesforce, Totango, Gainsight, or Zendesk is a plus.

Skills & Expertise:

• Strong project management and time-management skills; able to juggle multiple projects and work cross-functionally.
• Proactive problem-solver with a passion for improving systems and processes.
• Familiarity with CS performance metrics (e.g., NRR, churn, health scores) and customer journey mapping.
• Ability to define and standardize global workflows that scale across teams and regions.
• Strong interpersonal skills with the ability to influence and engage stakeholders at all levels.

Personal Attributes

• Clear communicator who thrives in collaborative, global environments.
• Self-starter with a growth mindset, high level of ownership, and eagerness to learn.
• Deep interest in building a career at the intersection of data, process optimization, and customer success.