Customer Success Operations

About Wokelo:
Wokelo is a Gen-AI powered investment research platform. It automates complex research and analysis tasks, traditionally performed by humans. Wokelo is leveraged by leading Private Equity, Investment Banks, Corporate Strategy, Venture capital, and Fortune 500 firms.
Our proprietary agentic technology and state-of-the-art large language models (LLMs) deliver rich insights and high-fidelity analysis in a matter of minutes, transforming how financial decisions are made.
We are headquartered in Seattle with a global team, supported by renowned venture funds and industry leaders who share our vision. We are growing fast and expanding across multiple segments.

Role:
As a founding Customer Operations Lead, you will spearhead the development of our customer success vertical, ensuring our clients derive maximum value from our platform.
You will own the tracking and management for Enterprise / Mid-market customers. Engage with business users, leadership, and their technical teams to help them unlock value and drive strategic growth. Define KPIs, setup processes, monitor key usage growth metrics and take appropriate actions.
This role requires working in an overlap of India and US Eastern time Zone (Starting 4pm IST onwards)

Responsibilities:
● Usage monitoring & best practices: Track and analyze client usage metrics, drive engagement with underutilized features and define best practices / collateral
● Proactive customer support: Actively address any issues or client inquiries via calls, emails, and chats, providing resolution and translating technical details for non-technical clients.
● Client relationships: Build and nurture deep customer relationships, acting as the primary contact for onboarding, training, support, and consulting.
● Onboarding & training: Design and execute playbook for seamless client onboarding, ensuring activation and engagement within defined SLAs.
● Drive customer experience and renewals: Drive retention and expansion targets, track NPS, NRR, Churn, up/cross-sell, renewals, mean time to response/resolution etc.
● Cross-functional collaboration: Collect and relay client feedback to sales and product teams, from issue resolution to product roadmap based on client needs and market trends.
● Business reviews: Conduct business reviews, analyze customer health, and ensure clients achieve their goals with our platform, delivering strategic value to that customer

Who you are:
● 3+ years in Customer Success/Customer Operations/Account Management
● Track record of delivering high-quality outputs and expanding customer spend in a high pressure fast-paced environment
● Prior experience in Fintech / Enterprise SaaS preferred but not required
● Strong presentation skills with experience providing technical guidance to customers
● Experienced in leveraging usage analytics to monitor and boost client engagement.
● Hands-on, execution oriented and comfortable working with ambiguity
● Outstanding verbal and written communication, ability to build strong relationships
● Proficient with CS Tools, CRM, MS Office suite, and collaboration tools

Why you’ll want to work here
● Experience as a founding member of a Gen-AI startup team with exceptional traction with the world's largest investment banks, private equity firms and consulting firms demonstrating a strong product-market fit.
● Our platform is incredibly powerful and we push the limits to what can be achieved using AI. We challenge ourselves with problems that haven’t been solved and which don’t have any existing playbook.
● Our company is lean but well-funded, you’ll join at a time where you can impact and shape the company and function.
● Benefits include:
Great compensation and equity packages
Flexible vacation policy
● Location: Remote - India, will be based out Bengaluru in few months