Senior Associate - Strategy & Operations, Customer Success

Goodera · Bangalore

Collected role description

About Goodera<a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="http://www.goodera.com/">Goodera</a> is the world’s leading platform for employee engagement, helping companies build meaningful, purpose-driven workplace experiences through employee volunteering. We partner with 500+ enterprises, including 75 Fortune 500 companies like IBM, ServiceNow, and Amazon to help teams connect with purpose while driving social impact. Operating across 100+ countries and 30+ languages, Goodera delivers hosted volunteering and team engagement experiences - virtual, in-person, and hybrid - through a network of 2,500+ hosts. In 2025 alone, we facilitated 10,000+ experiences engaging over 500,000 employees worldwide. With consistent 100% YoY growth and profitability since April 2024, Goodera is backed by leading investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, xto10x, and Ursula Burns.Goodera enables end-to-end employee engagement programs, with a core focus on corporate volunteering. We help organizations design and deliver meaningful experiences that drive both employee engagement and social impact.What we do:<ul><li>End-to-end program management: Design and execute corporate volunteering initiatives from concept to completion</li><li>Curated opportunities: Match organizations with the right experiences from our global catalog of volunteering activities</li><li>Program planning & participation: Support timelines, campaigns, and communications to drive employee registrations</li><li>Hosted experiences: Deliver engaging, high-quality sessions led by trained Goodera hosts who guide, orient, and contextualize each experience</li><li>Impact measurement: Track, measure, and communicate both employee engagement and social impact outcomes</li></ul>As we continue to grow, Goodera is exploring avenues of expanding beyond volunteering into a broader suite of employee engagement offerings including team building, culture-building, and purpose-driven experiences. About the RoleThe Strategy and Operations team for Customer Success builds the processes, frameworks and tools that help our CS team onboard, retain and grow Fortune 500 clients. As Senior Associate, you will be our execution engine: turning ideas into working playbooks, dashboards and client-ready decks, and making sure they actually get used.This is a high-ownership role for someone with a consulting mindset who enjoys structuring messy problems, working with many stakeholders at once, and seeing their work show up in renewal and expansion numbers.Key Responsibilities1. Processes, Frameworks and Playbooks<ul><li>Playbook Creation: Help design, document and roll out CS processes across the client lifecycle: <ul><li>Goodera Onboarding Playbook - including standardized timelines, RACI matrices for internal handoffs, and success criteria for client activation.</li><li>Goodera Engagement Playbook - best practices across MBR/QBR execution, account planning, stakeholder engagement, and value delivery.</li></ul></li><li>Build and maintain enablement toolkits for CSMs, such as onboarding checklists, account plan templates, maturity scorecards, checklists for strategic workshops etc.</li><li>Drive adoption of new processes through CSM walkthroughs, feedback loops and iteration.</li></ul>2. QBRs and Account Review Support<ul><li>Partner with CSMs to prepare QBRs, MBRs and strategic reviews for enterprise clients.</li><li>Create value-add materials such as impact reports, program proposals and benchmarking insights.</li></ul>3. Account Health and Performance Tracking<ul><li>Maintain account health scores and dashboards, flag at-risk accounts early and help CSMs plan interventions.</li><li>Track KPIs across onboarding (e.g. Sales-to-CS handover quality), engagement (e.g. QBR/MBR adherence, client responsiveness) and growth (e.g. renewals, expansion revenue).</li></ul>4. Efficiency and special projects<ul><li>Identify bottlenecks in how the CS team works and propose fixes, including tooling, automation and AI-enabled workflows.</li><li>Own cross-functional initiatives with Sales, Operations, Product & Engineering and Finance.</li><li>Support CS leadership with strategic analyses, planning and internal reviews. </li></ul>Required Skills and Experience<ul><li>Background: An undergraduate degree with 2+ years of full-time work experience. A management consulting background is strongly preferred.</li><li>Problem solving: You break down ambiguous problems, structure them logically and land on practical, data-backed recommendations.</li><li>Analytical skills: Strong Excel / Google Sheets skills; comfortable working with complex datasets.</li><li>Storytelling with decks: You can build clear, crisp PowerPoint decks that turn data and analysis into a compelling narrative.</li><li>Ownership: You take initiative, work well with limited supervision and care about getting the details right.</li><li>Stakeholder management: You have worked with senior internal stakeholders across teams, managed competing priorities and kept multiple parties aligned.</li></ul>Good to have<ul><li>Experience in Customer Success, Account Management or Revenue Operations at a B2B SaaS company.</li><li>Exposure to process design or program management.</li><li>Hands-on use of AI tools to speed up analysis, content creation or workflows.</li><li>A genuine interest in CSR, sustainability or social impact.</li></ul>