Customer Success Operations Analyst
Flexcompute · Watertown
Flexcompute is a cutting-edge technology startup that specializes in ultra-fast simulation technology. Our products are utilized by companies in designing and optimizing technology products, with applications ranging from designing airplanes and cars to wind turbines and quantum computing chips. Our customer base includes both household names and startups in emerging industries. Our company was founded by world-renowned leaders in simulation technology from Stanford University and MIT. Backed by top VC firms, we are poised to disrupt the billion-dollar engineering simulation industry with our fast-growing trajectory.
About the role
The Customer Success Operations Analyst owns provisioning and onboarding: getting every new customer access to the right products, seats, and entitlements quickly and correctly, and making sure they reach first value fast with no gaps. You are the operational bridge between Sales, our Application Engineers, and the customer, and the person who keeps access clean and accurate across the entire customer base.
This is a high-ownership role with real room to grow. You will help build and maintain processes where little exists today.
Preferred: US Citizen/Greencard holder (for ITAR Accounts)
What you'll do
- Own provisioning. Create, modify, and deprovision access across products, including seats, licenses, and credit entitlements, quickly and accurately.
- Own onboarding. Run the handoff from Sales to Operations to Application Engineers so every new customer has an owner, a checklist, and a clear path to first value.
- Keep access clean. Maintain accurate account records, entitlements, and contacts, and run regular audits so access always matches what each customer is entitled to.
- Partner across the business. Work closely with Sales, Application Engineers, and the Deal Desk so customers move smoothly from close to provisioning to billing.
- Be the frontline for access. First responder for access and entitlement requests, resolving what you can and escalating technical questions to the Application Engineers and Infrastructure team.
- Surface signals. Flag at-risk and expansion-ready accounts to Sales and Customer Success from usage and onboarding data.
- Improve the machine. Find the manual and error-prone steps in provisioning and onboarding and systematically remove them.
- Stay close to customers. Spend regular face time with customers through check-ins and account reviews to confirm they are getting value and that renewals stay on track, surfacing risks early to Account owners.
Tools you'll work with
Day to day you'll work primarily in HubSpot (account records, onboarding stages, contacts), our product provisioning and admin consoles, and Excel / Google Sheets for tracking and audits. Comfort learning internal tools quickly and keeping data clean across systems is essential.
How success is measured: KPIs
The metrics you'll own and report on:
- Time-to-provision: time from signed deal to access granted.
- Time-to-first-value: time from provisioning to the customer's first meaningful use.
- Provisioning accuracy: share of provisioning actions completed with no errors or rework.
- Onboarding completion: share of new customers completing onboarding within the agreed window.
- Access-request resolution: share of access and entitlement requests resolved within SLA.
- Entitlement accuracy: share of accounts whose access exactly matches entitlements at audit.
- Handoff quality: share of deals that move from close to live with no dropped steps.
- Renewal readiness: share of accounts with a recent customer touchpoint and no unaddressed risks ahead of renewal.
Requirements
- 1 to 3 years in a customer-facing, operations, or coordination role (customer success, support, onboarding, sales operations, or similar).
- Strong organization and attention to detail; you rarely let things slip.
- Comfortable in Excel or Google Sheets, and quick to pick up new software tools.
- Clear, professional communication with both customers and internal teams.
- A self-starter who takes ownership and follows through without being chased.
- Comfortable juggling many small tasks and deadlines at once.
Nice to haves
- Experience with HubSpot or another CRM.
- Exposure to SaaS onboarding, provisioning, or customer success operations.
- Familiarity with AI tools for organizing work and automating repetitive tasks.
- Interest in, or exposure to, technical, engineering, or scientific products.
- Experience documenting or improving a process.
Benefits
- Competitive compensation with equity of a fast-growing startup.
- Medical, dental, and vision health insurance.
- 401(k) Contribution.
- Gym allowance.
- Friendly, thoughtful, and intelligent coworkers.