Customer Onboarding and Retention Analyst

Job Title : Customer Success Analyst

Location : Noida / Chennai

Employment Type : Full-Time

Experience Level : Mid-Level (Minimum 4 Years Experience required)

Night Shift timings : 9pm - 6am IST (US Pacific hours)

WORK FROM OFFICE / ONSITE

Reports to : Head of Customer Success

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