CS Operations Analyst
Meltwater
Date: 6 hours ago
City: Cape Town, Western Cape
Contract type: Full time
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:
When You'll Join: ASAP
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
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.
- 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.
- 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.
- Join a high-performing, globally distributed CS Operations team that values innovation, agility, and continuous improvement.
- Gain exposure to cutting-edge technologies, part of building AI-enabled solutions, and the future of CS operations.
- Be part of a fast-moving organization with the opportunity to shape CS strategy and tooling from the ground up.
- Grow your career with clear pathways into more senior operations, systems, or business partner roles.
- What We Offer:
- Enjoy flexible paid time off options for enhanced work-life balance
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
When You'll Join: ASAP
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
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