Customer Sucess Analyst

About the role: A leading Software as a Service (SaaS) provider in the B2B sector, is looking for an experienced Customer Success Analyst (CSA) to enhance customer engagement and satisfaction. In this critical role, you will help drive customer adoption and optimize the use of enterprise solutions. You will act as a bridge between customers and the technical and commercial teams, ensuring smooth adoption, ongoing support, and long-term satisfaction.

Key Responsibilities:

• Customer Relationship Management: Serve as a trusted advisor, ensuring the successful post-sale adoption of our solutions. Regularly assess customer health and address any concerns to maintain exceptional service and satisfaction.
• Deployment & Technical Support: Collaborate with the Professional Services team to ensure seamless implementation and monitor the post-deployment process, providing ongoing technical support.
• Issue Resolution & Enhancement: Lead the resolution of escalated customer issues, addressing both technical and commercial challenges, and collaborating with internal teams to ensure successful outcomes.
• Cross-Functional Collaboration: Work closely with Sales, Professional Services, and Support teams to uphold service standards and drive customer success, while representing the customer’s needs internally to improve our products and services.
• Customer Education: Educate clients on new features and product updates, ensuring they have the necessary knowledge to maximize the value of the company’s solutions.

Requirements

• 5+ years of experience in customer success within a SaaS organization, preferably in HRIS/HCM, identity management, or related technical areas.
• Bachelor’s or Master’s degree in Computer Science or a related field.
• Customer Relationship Management: Proven ability to build, maintain, and deepen long-lasting customer relationships through active engagement and effective communication.
• Experience in Salesforce: Proficient in using Salesforce to manage customer data, engagement activities, and renewal tracking processes.
• Renewals & Customer Engagement: Demonstrated experience in managing renewals processes and driving customer engagement to ensure satisfaction and retention.
• Technical Proficiency: Hands-on experience with SaaS solutions, HRIS/HCM systems (e.g., Workday, UKG, Dayforce), identity management, and IGA solutions. Familiarity with tools like Zendesk and JIRA.
• Detail-Oriented: Skilled in leveraging Salesforce and Excel for monitoring customer lifecycle, status updates, reporting, and data analysis.
• Problem-Solving: Strong analytical and critical thinking skills to address complex technical and business challenges.
• Team Collaboration & Leadership: Proven ability to work cross-functionally and lead initiatives within diverse teams.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical topics clearly. Self-motivated with strong prioritization and execution capabilities.

Why Join Us?

• If you are passionate about excelling in customer success and possess the skills to deliver innovative technical and commercial solutions while managing complex customer relationships, we would love to hear from you!
• Collaborate with top talent in the industry and deliver impactful solutions to enterprise clients.
• Opportunities for professional growth and continuous learning.

Ready to Make an Impact?