Company Description
Most companies build AI to make things faster. We built it to make enterprise data trustworthy. Staple AI is the trust layer that sits beneath every document-intensive workflow in global enterprises, turning chaotic, unstructured data into verified, auditable regulator-ready intelligence. With proprietary AI and cryptographic methods, Staple has developed persistent intelligence for the enterprise. Whereas articificial intelligence guesses its responses, persistent intelligence already knows the answers.
We are post-revenue, growing fast, and trusted by organisations like financial institutions, Fortune 50 enterprises and Global 1000 multinationals. We venture backed and as the company grows, we are strengthening the systems, reporting and operational discipline to support our post-sale customer organisation.
About the role
Staple AI is looking for a hands-on and analytically minded Customer & Delivery Operations Specialist to support Customer Success, Delivery and Support through reliable data, reporting, systems administration and operational coordination.
This is an individual-contributor role reporting to the Chief Customer & Delivery Officer. The Specialist will maintain a detailed view of the customer portfolio, prepare information used by Customer Success Managers and Project Managers, administer HubSpot and related tools, produce recurring operational reports, and facilitate follow-up across customer-facing teams.
The role is suited to a capable junior or early-career professional who is highly organised, comfortable working with data and business systems, and able to execute defined requirements with limited supervision.
This is not a people management, strategy or process-design role. The successful candidate will
support the execution of operating processes defined by the Chief Customer & Delivery Officer and
other relevant functional owners.
What you'll do
Customer portfolio data and reporting:
- Maintain a reliable and detailed view of the complete customer portfolio.
- Consolidate information from HubSpot, product usage data, delivery records, support systems and other approved sources.
- Prepare recurring dashboards and reports covering product usage and adoption, customer engagement, customer health indicators, delivery status, support activity, retention indicators, expansion signals and relevant revenue information.
- Check customer data for completeness, consistency and accuracy.
- Identify missing information, unusual data points and reporting gaps.
- Produce customer-level and portfolio-level analysis for review by the Chief Customer & Delivery Officer.
- Maintain agreed customer segmentation, reporting structures and health indicators.
- Help ensure that current customer information is readily available to the relevant internal teams.
Customer Success support:
- Prepare the data required by Customer Success Managers for customer onboarding, success planning, account reviews, executive business reviews, renewal readiness, and customer health and risk reviews.
- Produce customer usage, engagement, support and delivery summaries.
- Maintain agreed customer-health and risk indicators.
- Prepare recurring account-review materials.
- Ensure that required customer information is available before scheduled reviews.
- Identify missing or outdated account information and request updates from the relevant owner.
- Provide data and reporting support for recurring Customer Success operating routines.
HubSpot and operational systems:
- Maintain HubSpot as the primary operational source for post-sale customer information.
- Keep customer, company, contact and activity data accurate and current.
- Configure and maintain approved properties, lists, dashboards, reports, workflows, alerts and task reminders.
- Monitor data completeness and follow up with record owners where information is missing.
- Implement approved HubSpot changes and automations.
- Support approved integrations and data flows between HubSpot and other business systems.
- Maintain documentation of system configurations, data definitions and usage standards.
- Help colleagues use HubSpot and related tools correctly and consistently.
- Troubleshoot routine data and configuration issues.
Delivery and implementation reporting:
- Prepare delivery portfolio reports and recurring project-status summaries.
- Consolidate project information maintained by Project Managers, including project stage, milestones, resource information, customer dependencies, delivery status and key dates.
- Provide the data required for project initiation, governance reviews, status reporting and transition-to-support activities.
- Maintain central delivery dashboards, registers and reporting views.
- Support reporting on delivery workload, capacity and portfolio status.
- Maintain the latest approved versions of delivery templates and reference documents.
- Facilitate amendments to templates when changes are defined and approved by the Chief Customer & Delivery Officer or Delivery Manager.
- Report apparent non-adherence to required company delivery processes.
Support reporting and follow-up:
- Prepare recurring reports covering ticket volumes, response times, resolution times, SLA performance, escalations, recurring issues and customer impact.
- Consolidate support information for review by Support leadership and the Chief Customer & Delivery Officer.
- Prepare materials for recurring support reviews.
- Record agreed actions, owners and deadlines.
- Facilitate follow-up across Support, Customer Success, Delivery and Product.
- Follow up with action owners and maintain visibility of outstanding items.
- Highlight overdue or stalled actions to the appropriate owner.
- Maintain approved support dashboards and reports.
What you'll bring
- Above all, hunger.
- Real fluency and comfort with AI tools, solutions and chaining.
- Exposure to enterprise software, or B2B SaaS sales is a plus, but not a requirement.
- An entrepreneurial, resourceful streak. You don't need a big budget or a big team to make things happen.
- Strong communication skills, comfortable presenting to senior stakeholders at enterprise organisations.
- Based in either UK, Singapore or India (Bangalore), with the right to work in any of these jurisdictions.
What's in it for you
- Real authority from day one: strategy input, operational design, exposure to customers and a direct line to the CCDO.
- Base salary, leave entitlements and eligibility to participate in the company's share option plan.
- The chance to say you builty company processes from the ground up, not just worked in them.
Qualifications
- An insatiable desire to win, and proof that you've lived and delivered with that ethos in your life and career.
- Some technical fluency around data, AI and enterprise software, even if it's self taught. But be warned: you need to know your stuff.
