Customer Success & Content Analyst

Role Overview 

The Business Analyst for the CCX Customer Success AI Acceleration workstream partners closely with Engineering, Product Management, and Program teams to translate customer success strategy and AIdriven use cases into clear, actionable requirements that enable scalable delivery. This role sits on the engineering side of the house, acting as a connective layer between business intent, technical execution, and AIenabled platform outcomes. 

The Business Analyst ensures that AI acceleration initiatives across the Customer Success Platform are well‑defined, appropriately prioritized, and traceable from business objectives through system design and delivery. This includes refining problem statements, documenting requirements, supporting backlog readiness, and helping teams move quickly without losing alignment or clarity. 

Requirements 

• Proven experience as a Business Analyst supporting engineering teams, preferably in enterprise, platform, or SaaS environments. 

• Strong ability to translate business needs, customer success objectives, and AI use cases into clear functional and non‑functional requirements. 

• Experience working on AI‑enabled or data‑driven products, including concepts such as automation, recommendations, agentic workflows, or insights powered by analytics. 

• Ability to partner effectively with Engineers, Product Managers, Technical Program Managers, and UX to support backlog refinement and delivery planning. 

• Experience creating and maintaining artifacts such as user stories, acceptance criteria, process flows, data mappings, and dependency documentation. 

• Comfort operating in fast‑paced, iterative delivery environments, supporting AI acceleration efforts where requirements evolve quickly. 

• Strong analytical skills with the ability to identify gaps, risks, dependencies, and edge cases early in the development lifecycle. 

• Clear written and verbal communication skills, with the ability to align technical and non‑technical stakeholders. 

• Familiarity with ServiceNow‑style enterprise platforms, customer success workflows, or complex system integrations is a strong plus. 

• Bachelor’s degree in Business, Information Systems, Engineering, or a related field—or equivalent professional experience. 

Experience: 2–4 years

Location: Pune | WFO

Market: US / International clients

Industry: IT Services / Software / SaaS / Product Engineering

Key must-have requirements

• Excellent English Communication Fluent written and spoken English
• Comfortable directly communicating with US clients
• Able to participate in client calls and explain marketing/content ideas clearly
• Strong email and professional communication skills
• Content Writing – Strong Hands-on experience writing blogs, website content and landing pages
• B2B/technology content experience preferred
• Strong research and storytelling ability
• Can understand technical concepts and convert them into easy-to-understand business content
• Experience creating thought-leadership content
• SEO Keyword research
• On-page SEO
• Content/blog optimization
• Landing-page optimization
• Search performance analysis
• Identifying content gaps and opportunities
• Understanding of organic traffic growth
• Digital & Social Media LinkedIn — especially important for B2B IT marketing
• Facebook, Instagram and X
• Social media content creation
• Content calendar planning
• Campaign execution
• Email Marketing Email campaign creation and execution
• Newsletter management
• Brevo or similar platforms
• Basic understanding of email metrics and optimization
• Analytics Google Analytics
• Website traffic analysis
• Content performance
• Ability to interpret data and recommend improvements

1. Sales/Marketing Collateral
2. Candidate should be comfortable creating or coordinating:

• One-pagers
• Brochures
• White papers
• Sales decks
• Flyers
• Conference/event content
• Case studies

1. IT/Technology Understanding
2. Prior experience in IT Services, IT Consulting, SaaS, Software Development or Product Engineering should be strongly preferred.
3. They should have at least a basic understanding of:

• Web & Mobile Development
• Product Engineering
• UI/UX
• QA/Testing
• Cloud & DevOps
• AI & Automation

1. AI Tools
2. Practical experience with tools such as:

• ChatGPT
• Claude
• Gemini
• Gamma
• Genspark

1. Important: Candidate should know how to research, fact-check, edit and humanize AI-generated content rather than simply copy-pasting AI output.
2. Basic Design

• Basic Figma knowledge
• Understanding of visual communication
• Ability to create basic visual concepts/references
• Comfortable working with graphic/UI designers

As a Customer Support Executive / Manager, you will own a set of client accounts and ensure they successfully adopt and use the product.

You will handle client onboarding, product training, reporting, data requests and day-to-day client queries. You will also identify repetitive requests and use AI and automation to make recurring reports and workflows more efficient.

About Master-O

Master-O is a next-generation sales enablement and microskill learning platform that empowers frontline teams through gamification, AI-driven coaching, and continuous performance reinforcement.

Our platform is trusted by leading enterprises in financial services, retail, pharma, consumer goods, telecom, automobile, BFSI, construction and others to drive measurable business outcomes across sales readiness, productivity, and execution excellence.

We are looking for someone who can own strategic accounts, drive adoption, and unlock growth opportunities.

Role Overview

The CS Associate will play a critical role in ensuring long-term customer value, retention, and expansion for Master-O’s enterprise clients.

You will act as a trusted advisor to senior stakeholders, ensuring customers achieve measurable ROI while identifying opportunities to grow the account footprint.

Key Responsibilities

Customer Success & Key Account Management

• Own end-to-end customer success for enterprise corporate accounts, primarily in the domestic market
• Drive onboarding, adoption, engagement, and value realization of the Master-O platform
• Build strong relationships with CXOs, Sales Heads, L&D leaders, and other stakeholders
• Act as the point of contact with the customer, ensuring feedback is looped back into product and solution improvements
• Track success metrics such as usage, renewals, and expansions

Stakeholder & Internal Collaboration

• Work closely with Product & Design, Tech and CS teams to ensure seamless execution
• Translate client business objectives into platform use cases and success roadmaps
• Support case studies, testimonials, and references from satisfied customers

Required Skills & Experience

• 2+ years of full-time experience in Customer Success / Key Account
• Prior experience in B2B SaaS companies, handling enterprise-level clients
• Proven experience working with domestic customers and managing stakeholders across regions
• Strong understanding of SaaS metrics, renewals, expansions, and customer lifecycle management
• Experience in fast-paced startup environments preferred
• Excellent communication, presentation, and stakeholder management skills
• Strong business acumen with the ability to connect product value to business outcomes

What You’ll Get

• Opportunity to work with both: Pan-India and Global enterprise brands
• High ownership role with direct impact on customer outcomes and revenue growth
• Exposure to cutting-edge AI-driven learning and sales enablement technology
• Fast-paced environment with room to grow into a leadership role
• Competitive compensation aligned with experience

About Monsoonfish

Monsoonfish is a premier design and brand strategy consultancy specializing in UX/UI design, product strategy, and corporate branding. We build impactful digital products and brand experiences for both internal initiatives and a diverse roster of forward-thinking clients. We value high integrity, extreme ownership, and a deep-seated passion for quality over rigid corporate structures.

Role Overview

We are seeking a highly driven, strategic, and deeply creative Senior Content Writer & Marketing Manager. This is a hybrid, multi-faceted role divided into three core pillars:

1. Brand Custodian & Marketing Lead for Monsoonfish: Driving the strategic growth, brand equity, and lead generation engines for Monsoonfish itself.
2. Client-Facing Content & Strategy Consultant: Spearheading copy, UX writing, and marketing content for our clients’ websites, branding projects, and digital products.
3. AI Transition & Infrastructure: Helping Monsoonfish evolve into an AI-enabled marketing organization by establishing scalable workflows, documentation systems, content repositories, and brand frameworks that improve efficiency, consistency, and quality.

This is a self-driven, high-ownership role where micromanagement does not exist. Working hand-in-hand with our internal Design Leader, you will lead from the front, safeguarding the Monsoonfish brand archetype while executing multi-channel marketing campaigns.

Location: In-Office (Pune, MH), with performance-based, flexible WFH exceptions.

Employment Type: Full-time

Experience Level: Mid-to-Senior level (5+ years preferred in marketing, copy/content writing, or agency environments)

Key Responsibilities

Pillar 1: Monsoonfish Brand Strategy & Marketing (Internal)

Brand Custodianship:

Act as the ultimate gatekeeper for the Monsoonfish brand. Ensure every internal and external touchpoint—from social media to HR appointment letters, exit documents, proposals, case studies, and pitch decks—aligns perfectly with our brand archetype, tone of voice, and visual standards.

Lead Generation & Growth:

Design and execute short-term marketing initiatives to generate high-quality inbound B2B leads and prospective clients.

Social Media & Content Management:

• Develop and execute comprehensive content calendars and thematic content buckets.
• Script, write, and conceptualize diverse content formats: text posts, long-form articles, carousels, and video/film scripts.
• Manage and distribute content across LinkedIn, X (Twitter), Medium, Dribbble, and the corporate website/blog.
• Collaborate directly with internal graphic designers and video editors to bring visual narratives to life.

Agency Management & SEO/AIO:

Partner with the internal Marketing Design Leader to co-manage external agency partners (such as our SEO/AIO agency). Act as the content anchor, ensuring everything the agency requires—headlines, meta tags, landing pages, and web collaterals—is perfectly written, aligned with our brand, and delivered efficiently.

"Cognilense" Publication Expansion:

Cognilense is Monsoonfish's knowledge and thought-leadership initiative focused on design psychology, UX principles, cognitive biases, and decision-making frameworks.

Take ownership of our proprietary publication house (Cognilense—covering UX laws, cognitive biases, mental models, etc.).

• Manage and scale distribution across Amazon and retail formats.
• Strategize, innovate, and market Cognilense Workshops to establish Monsoonfish as a thought leader in the design ecosystem.

Employer Branding:

Naturally attract elite design and engineering talent/interns through outstanding cultural and brand marketing.

Pillar 2: Client Content & Strategy (External)

Cross-Functional Collaboration:

Partner with our internal product strategists, brand designers, and UX/UI teams to deliver comprehensive design and marketing solutions to clients.

End-to-End Copywriting:

Take full ownership of the text-based deliverables for client projects, spanning website copywriting, UX copy, brand taglines, product messaging, and go-to-market collaterals.

Adaptability:

Swiftly adapt your writing style and tone to match various client industries, personas, and unique brand voices.

Pillar 3: AI Transition & Infrastructure

AI-Led Workflow Documentation:

Lead the marketing department's transition into an AI-augmented workflow.

Repository Management:

Build, organize, and maintain digital frameworks, rules, content repositories, tone-of-voice guidelines, and brand archetype style guides that will feed into and support future internal AI-based tools.

Key Performance Indicators (KPIs)

Your success in this role will be directly measured by:

1. Inbound Lead Velocity: Growth in prospective business queries and B2B leads generated via marketing channels.
2. Brand Equity & Visibility: Measurable increase in organic reach, engagement, and authority across key platforms (LinkedIn, Medium, etc.).
3. Delivery Quality & Integrity: Consistently delivering thoughtful, high-quality, strategically sound content for both internal brand initiatives and client projects on schedule.
4. Project Pipeline for Cognilense: Expansion of retail reach and successful corporate/educational sign-ups for Cognilense workshops.
5. Vendor Efficiency: Successful collaboration with external agencies alongside the Design Leader to meet SEO and growth targets.

What We Look For (Requirements)

Technical & Creative Skills

• Proven experience as a Content Writer, Copywriter, or Marketing Manager (agency or design studio experience is a massive plus).
• Exceptional command of the English language, with the ability to pivot seamlessly between business-focused B2B positioning and human-centric UX copy.
• Familiarity with modern SEO practices and a keen interest in AI Engine Optimization (AIO).
• Collaborative Vendor Management: Prior experience working with or managing external marketing/SEO agencies to deliver business results.
• Hands-on experience creating social media content calendars and managing cross-functional creative workflows (working with designers/video editors).
• Comfortable with leveraging AI tools ethically to scale and optimize internal processes.

Behavioral Traits & Culture Fit

• Extreme Ownership: You do not wait to be told what to do. You spot gaps, build strategies, and execute them independently.
• High Integrity: Honesty, direct communication, and commitment to top-tier delivery are non-negotiable.
• Collaborative Leadership: You are a team player who can share ownership with a Design Leader, put your hand up to help others, and comfortably ask for help when a project requires collective brainpower.
• Flexibility: While we don’t watch the clock, you are willing to occasionally jump on late evening calls or extend hours when critical client deliveries demand it.

Culture & Perks

• Output-Driven Freedom: We do not track hours or micromanage your day. If you deliver world-class work with total integrity, you enjoy immense autonomy.
• Hybrid Flexibility: This is primarily an in-office position to foster deep design collaboration, but hybrid/WFH exceptions are readily granted based on performance, trust, and rapport.
• Direct Impact: Your strategic footprint will be visible daily on both our corporate brand trajectory and the products we build for clients globally.

About Rimigo

Rimigo is a travel platform built to put the traveller first - helping people plan and book perfect vacations. We're building a brand people genuinely love, and organic growth is core to how we get there.

The Role

You'll own all content across Rimigo's website, product pages, and UI copy - and be held accountable for what that content does, not just what it says. Success is measured in conversion rates and customer activation, not content volume.

What You'll Do

• Own all content across Rimigo's website, product pages, and UI copy
• Continuously improve copy and content to drive better activation, conversion, and retention
• Identify drop-off points in the customer journey and fix them through content and messaging
• Run iterative experiments on landing pages, CTAs, and product copy
• Brief and manage interns, freelancers, or writers for larger content needs

What We're Looking For

1. Strong Written English - Clear, concise, and persuasive. You can write well yourself.
2. Ability to Brief and Give Feedback - Comfortable directing other writers, not just producing yourself.
3. Understanding of Conversion & Funnel Metrics - You've owned a funnel metric before, not just produced content.
4. Comfort with Analytics Tools - PostHog, Google Analytics, or similar.
5. Experimental Thinking - Hypothesise, test, learn, repeat. You think in iterations, not campaigns.

Ideal Profile

• 1-3 years in a growth, content, or marketing role at a consumer startup
• Has owned a funnel metric before - not just produced content
• Curious about why users behave the way they do, not just what to write

Title: Content Specialist 

Location: Mumbai 

Experience: 3–4 years 

Work Mode: Hybrid 

About Master-O 

Master-O is a B2B SaaS platform focused on enabling and upskilling frontline teams through microlearning, gamification, AI-powered roleplays and digital coaching. We work with leading organisations across industries like FMCG, BFSI, Pharma, Automotive and Retail. 

We are looking for a Content Specialist who can combine strong creative thinking with excellent client communication to own content requirements for our Mumbai and Gurugram based clients. 

The Role 

This is a client-facing content creation role where you will be the primary point of contact for Master-O's high touch enterprise accounts for their content requirements. 

You will work closely with clients to understand their business objectives, frontline challenges, and learning needs, and translate these into engaging content, storyboards and learning journeys. 

You will also work cross-functionally with the Customer Success, Product and Content teams at our Gurugram headquarters to ensure seamless execution and delivery. 

What Does “Content” Mean at Master-O? 

At Master-O, content is not just traditional marketing content or reels. You’ll primarily create microlearning-based static and video learning content designed for the frontline teams of our enterprise clients. 

The content and use cases vary based on the client’s business objectives, frontline pain points and industry — from product knowledge and sales pitches to customer handling, compliance and on-the-job skill development.

What We're Looking For 

• 3–4 years of experience in content creation, content marketing, creative strategy or a similar role. 
• Prior experience in a B2B SaaS company or a marketing/creative agency is strongly preferred. 
• Agency candidates should ideally have worked with clients across BFSI, FMCG, Pharma, Automotive and/or Retail. 
• Strong storyboarding and content conceptualisation skills. 
• Excellent copywriting and editing skills. 
• Strong working knowledge of Canva and Adobe Creative Cloud. 
• Excellent spoken and written English communication — this is critical as the role involves frequent interaction with senior client stakeholders. 
• Strong presentation and client-management skills. 
• Ability to manage multiple stakeholders, projects and deadlines independently. 
• A good understanding of digital content, learning formats and visual communication. 
• Someone who is equally comfortable speaking to a client, building a storyboard and getting into the details of content creation. 

Why This Role? 

This role sits at the intersection of content, creativity, and client consulting. 

You won't just be creating content based on pre-assigned briefs. You'll be responsible for understanding why the client needs the content, what their frontline teams need, and how Master-O can solve that requirement. 

You'll get the opportunity to work directly with leading organisations across multiple industries while collaborating with a fast-moving SaaS team across Mumbai and Gurugram. 

Location: Sector 48, Gurugram

 Working Days: Monday to Friday (5 Days)

 Working Hours: 9:00 AM – 5:00 PM

 Experience: 0–1 Year (Freshers are welcome to apply)

Role Summary

We are looking for a Junior Customer Success Executive to join our growing team. This is an excellent opportunity for fresh graduates and candidates with up to 1 year of experience who are passionate about customer interaction and eager to build a career in the SaaS industry. You will support customers with onboarding, resolve their queries, and ensure they have a great experience using our platform.

Key Responsibilities

Respond to customer queries via email, WhatsApp, phone calls, and support tickets.

Assist customers with product onboarding and provide basic product demonstrations.

Coordinate with internal teams to resolve customer issues.

Follow up with customers to ensure timely issue resolution and satisfaction.

Collect customer feedback and share insights to improve the customer experience.

Maintain accurate records of customer interactions in CRM or support tools.

Requirements

Bachelor's degree in any discipline.

0–1 year of experience in Customer Support, Customer Success, Sales, or a customer-facing role.

Freshers are welcome to apply.

Internship experience in Customer Support, Customer Success, Sales, or a customer-facing role will be an added advantage.

Good verbal and written communication skills in English.

Comfortable communicating with customers via calls, email, WhatsApp, and chat.

Basic knowledge of MS Office or Google Workspace.

Positive attitude, willingness to learn, and strong problem-solving skills.

What We Offer

Training and mentorship from experienced professionals.

Opportunity to work in a fast-growing SaaS startup.

Performance-based incentives.

Career growth opportunities.

A collaborative and supportive work environment.

Job Title: Customer Success Associate (International Process)

Location: Gurugram, Haryana

Work Mode: Work from Office

About the Role:

We are seeking passionate and customer-focused professionals to join our international support team. If you have excellent communication skills, a problem-solving mindset, and prior experience in customer service—especially within international or healthcare domains—this opportunity is for you.

As a Customer Success Associate, you will be responsible for managing and resolving customer queries efficiently while ensuring an exceptional service experience.

Key Requirements:

• Excellent English communication skills (C1 level – mandatory)
• Education: Graduates and Undergraduates both are eligible
• Minimum 1 year of experience in International Customer Support (Healthcare background preferred)
• Salary: Up to ₹35,000 CTC (₹30,517 in-hand)
• 5 Days Working with 2 rotational week-offs
• Rotational Shifts (24/7 environment)
• Two-way cab facility available (for hiring zone only)

Roles & Responsibilities:

• Handle inbound and outbound calls, chats, or emails from international customers.
• Provide prompt, accurate, and empathetic assistance for customer queries or concerns.
• Analyze customer issues and ensure first-contact resolution wherever possible.
• Escalate unresolved or complex issues to higher support tiers when necessary.
• Maintain detailed and accurate documentation of all customer interactions.
• Ensure adherence to process guidelines, SLAs, and quality parameters.
• Collaborate with internal teams to improve overall customer experience.
• Stay updated on product knowledge, policies, and procedures.
• Demonstrate a positive attitude and maintain professionalism under pressure.

Why Join Us:

• Competitive salary with performance-based growth opportunities
• Exposure to global customer experience standards
• Supportive work culture with professional development programs

Job Title: Customer Success Associate

Work Mode: Work From Office

Location: Gurugram, Haryana

Key Details

Shift: Rotational (Male & Female)

Salary: Up to ₹34,000 CTC

Qualification: Graduate / Undergraduate

Experience: Minimum 6 months of BPO Voice or Chat experience (BFSI or Customer Support experience preferred)

Required Skills:

• Excellent spoken and written English communication.
• No Mother Tongue Influence (MTI) or Regional Tongue Influence (RTI).
• Clear pronunciation and strong grammatical skills.
• For Chat Process: Typing speed of approximately 35 WPM with 95% accuracy.
• Ability to handle multiple chats efficiently.
• Strong customer handling and problem-solving abilities.

Roles and Responsibilities:

• Handle international customer queries through voice and chat channels.
• Provide accurate and complete information to customers.
• Resolve customer issues with end-to-end ownership.
• Maintain detailed records of customer interactions in CRM systems.
• Adhere to international quality, compliance, and data security standards.
• Ensure high levels of customer satisfaction and service excellence.