Customer Success Analyst- PST / Night shift

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

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

4+ 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.