Job description

Description

Requirements

Our product is a research-driven SaaS platform that helps software engineering organizations move beyond intuition by offering objective output measurement: it analyzes source code contributions to produce scalable, comparable productivity metrics, spot performance bottlenecks, and identify best practices across teams.

The Role

In the role of Customer Success & Operations you’ll be the friendly, knowledgeable face of our company for customers. You’ll help users get the most out of our platform—from answering “how-to” questions to guiding them through setup, onboarding, and best practices.

You’ll combine problem-solving with relationship-building to make sure every customer is successful.

We are looking for a self-starter with strong ownership and a startup mindset — someone who can confidently operate between Customer Support and Account Management.

You will be the strategic, trusted partner for our customers: guiding them through onboarding, translating complex data into actionable insights, identifying growth opportunities, and ensuring they get maximum value from our platform.

This is not just a support role — you will lead, influence process and product decisions, and help shape how customers experience our platform.

Key Responsibilities

Customer Success

Respond to customer inquiries via chat, email, or tickets in a clear, empathetic, and timely way.
Help customers navigate the platform, troubleshoot issues, and understand new features.
Collaborate with internal teams to resolve customer challenges quickly and effectively.
Support new customers through onboarding and training sessions to help them start strong.
Build lasting relationships by checking in regularly and ensuring they’re getting real value from the product.
Track customer engagement and reach out proactively if someone might need extra help or encouragement.
Share customer feedback with the product and marketing teams to improve the overall experience.

Customer Operations

Update our documentation and FAQs to make it easier for customers to find answers on their own.
Review and refine tools for tracking customer communications.
Review and refine the customer interaction workflows.
Make updates to our website to reflect product and strategy updates.
Maintain communications with external vendors.
Get involved in marketing initiatives.

Requirements

3–5+ years in Customer Success, Operations, or Account-facing roles
Excellent English — both written and verbal
Experience working with analytics dashboards and interpreting insights
A self starter, able to prioritize, plan, and follow through independently
Comfort working in a fast-moving startup environment
Strong communication, empathy, and relationship-building ability
Ability to handle multiple tasks and stakeholders with structure and accountability
Flexibility to occasionally work U.S.-aligned hours

Nice to Have