Be the primary point of contact for a portfolio of clients, building trusted relationships and understanding their business needs.
Proactively contact customers by phone, email, and video calls to monitor progress, gather feedback, and strengthen relationships.
Respond to customer inquiries via email, chat, and phone with empathy, clarity, and efficiency.
Monitor customer engagement and proactively identify risks, unmet needs, and growth opportunities.
Work cross-functionally with Legal, Product, and Sales to resolve complex issues and implement improvements.
Track KPIs, satisfaction metrics, and feedback to generate insights and improve the overall customer experience.
Develop and deliver personalized success plans, regular check-ins, and follow-ups aligned with customer objectives.
Advocate for customers internally, bringing their voice to the center of decision-making and innovation.

Experience in Customer Success, Account Management, or Customer Experience.
Ownership mindset and the ability to drive and follow through on customer initiatives.
Empathy, strong problem-solving skills, and a passion for helping others succeed.
Experience with CRM tools and an analytical approach to customer data.
Proactive attitude, curiosity, adaptability, and a collaborative spirit.
Excellent written and verbal communication skills.

Customer Success Analyst

Key skills