Customer Success Analyst

Client is a fast-growing AI-powered Source-to-Pay platform. With lightning-fast deployment, a new digital front door for everyone to converse with the information you need, and plug-and-play integration, client rapidly turns scattered, unmanaged spend into managed spend, which becomes actionable spend and ultimately, tangible savings. We're passionate about helping our customers succeed and are looking for a dedicated Customer Success Analyst to join our team and help drive user satisfaction, retention, and long-term growth.

Role Overview

As a Customer Success Analyst, you’ll be the part of the customer success team to help create knowledge base, FAQ’s, maintain customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure they derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. You’ll play a key role in onboarding, support, customer education, and renewal strategies.

Key Responsibilities

Act as a trusted advisor to customers, guiding them through onboarding, product adoption, and usage best practices.

Proactively manage customer relationships and develop strategies for engagement, retention, and satisfaction.

Build and maintain a scalable knowledge base, including FAQs, help guides, and tutorial content.

Create and execute customer success email campaigns (e.G., onboarding series, product updates, renewal reminders).

Monitor key customer health metrics and take action on churn risks or upsell opportunities.

Collaborate with Sales, Product, and Support teams to provide feedback and improve the customer experience.

Maintain accurate records of customer interactions and insights in HubSpot and other customer success platforms.

Requirements

Bachelor’s degree in business, Communications, Marketing, or related field.

2+ years of experience in a Customer Success, Account Management, or Customer Support role at a SaaS company.

Demonstrated experience setting up and managing customer-facing knowledge bases and educational content.

Proven ability to craft engaging and strategic customer success emails and campaigns.

Strong verbal and written communication skills with a proactive, empathetic approach to customer engagement.

Experience with HubSpot CRM or similar tools is highly preferred.

Familiarity with customer success platforms (e.G., Intercom, Zendesk, Gainsight, or similar) is a plus.

Will be working US Pacific Standard Time.

What We Offer

Competitive salary and performance-based bonuses

Flexible work environment

Professional development opportunities

Health and wellness benefits

A collaborative, mission-driven team