About this role

Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement.
Translate complex data sets (using SQL, Python, Tableau, or Excel) into actionable insights that inform strategy.
Monitor key metrics to proactively identify at-risk customers and assist in developing retention strategies.
Collaborate with product teams to improve features based on user data and refine internal customer success workflows.

Bachelor’s degree in data analytics, business administration, marketing, or related fields
Ability to analyze customer data, track metrics (e.g., churn rate, usage statistics), and provide actionable insights.
Strong communication, problem-solving, and relationship-building skills are critical for managing client relationships and reducing churn
US Citizenship
Must have or be able to obtain a Top Secret Clearance
Previous experience in a client-facing role, such as customer success, consulting, or account management
Familiarity with CRM systems (EspoCRM), project management tools, or data visualization software (e.g., SQL, Excel).
Certifications: Certified Customer Success Management Professional (CCSMP)

Customer Success Analyst

Key skills