About this role

Portfolio Management: Manage and cultivate a portfolio of strategic clients, building and maintaining long-term relationships.
Strategic Consulting: Act as a trusted advisor, deeply understanding clients' challenges and objectives to provide solutions that maximize the value of our platform.
Engagement and Retention: Develop and execute success plans for each client, monitoring key account health indicators (KPIs) and ensuring retention.
Onboarding: Lead the onboarding process for new clients, ensuring a smooth implementation and effective adoption of our solution.
Data Analysis: Use usage data and engagement metrics to identify opportunities and risks, anticipate churn, and propose action plans.
Internal Collaboration: Work closely with Sales, Product, and Support teams to advocate for customers and contribute feedback for the continuous improvement of our offering.

Proven experience as a Customer Success Analyst, Account Manager, or similar role in technology companies.
Strong communication and negotiation skills, with the ability to interact across organizational levels, including C-level.
Advanced knowledge of project management and Customer Success methodologies.
Proficiency with CRM tools such as Salesforce, HubSpot, or Zendesk.
Analytical capability to interpret data and make insight-driven decisions.
Experience with the B2B SaaS market and/or large-scale technology companies.
Knowledge of complex sales and upsell/cross-sell techniques.

Customer Success Analyst — Mid-level

Key skills