Customer Success Operations Analyst

Hasura is looking for a Customer Success Operations Analyst to join our GTM Strategy & Operations team. In this role, you will own and optimize the post-sales customer journey, supporting our Customer Success, Professional Services, and Support teams. You will play a key role in shaping our overall CS strategy to drive scalable, customer-centric revenue growth. We are looking for someone who brings creative problem-solving, exceptional communication, and attention to detail to every challenge. The ideal candidate is naturally curious, proactive, and excited to make a broad impact in a fast-paced startup environment. If you’re self-motivated, passionate about continuous improvement, and thrive at the intersection of data, systems, and process—this role is for you.

What the role will involve:

Operational Excellence

• Partner with Customer Success leadership to drive initiatives that improve various workflows, such as pre- to post-sales hand-off, customer onboarding, retention and risk management, forecasting, and expansion.

• Design and standardize CS processes to drive consistency and support scalable growth.

• Maintain clear, up-to-date documentation for post-sales processes, best practices, and playbooks to ensure team alignment and onboarding success.

Tool and System Management

• Own and manage key systems and tools used by the Customer Success team, such as Salesforce, Zendesk, Gainsight, and ChurnZero.

• Ensure seamless integrations of tools within the tech stack. Troubleshoot issues in data flows across systems, identify root causes, and implement timely, scalable solutions.

• Evaluate and implement new CS tools and technologies.

Data Management and Analytics

• Define and track KPIs related to customer health, NRR/GRR, onboarding and resource efficiency, and support performance.

• Partner with Analytics to develop and maintain frameworks for customer segmentation and health scoring to help CS prioritize engagement and proactively mitigate churn risk.

Cross-functional Collaboration

• Work closely with Enablement, Pre-Sales, Marketing, and Product/Engineering teams to align on revenue lifecycle management and integrated operational processes.

Requirements:

• Minimum of 3 years of experience in CS Operations or similar role.

• Previous experience working at a SaaS company.

• Understanding of key Customer Success concepts, metrics, and processes/best practices.

• Familiarity with CS tools like ChurnZero, Gainsight, Zendesk.

• Experience contributing to strategic improvements, advocating for them internally, and implementing them.

• Excellent problem-solving skills, with the ability to troubleshoot and resolve technical issues in a timely manner.

• Exceptional organizational skills, with the ability to effectively leverage project and time management skills to balance competing priorities and timelines with constant needs shifts.

Compensation:

The compensation for this role ranges from $100,000 - $130,000 (including bonus) plus ESOPs.

Location:

Hasura Office, San Francisco, (Hybrid, 3 days in office)

Why Join Hasura?:

Impact: Shape how AI agents and assistants access and interact with data.

Growth: Join a high-growth startup where your work directly influences strategic marketing initiatives.

Culture: Collaborate with passionate, driven professionals who thrive on solving complex challenges.

If you're excited to unlock the disruptive potential of AI by solving the challenge of reliable data access, we’d love to hear from you!

Working at Hasura:

At Hasura, we help developers go from zero to fully fledged modern apps, blazing fast. Through your work at Hasura, you will have the opportunity to make a lasting impact on both how Ha