Customer Success Analyst

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About the Role

Customer Success Analysts / Product Analysts

Education Technology (EdTech)

Key Responsibilities

Customer Success & Support

• Manage and deliver customer support services efficiently.
• Execute implementation and support activities in alignment with defined processes.
• Ensure timely milestone sign-offs and proper follow-up on invoicing schedules.
• Act as a liaison between customers, the Product team, and Engineering teams to ensure clear communication and effective resolution of issues.
• Ensure high levels of customer satisfaction through proactive problem-solving and engagement.

Product Analysis & Insights

• Analyze product usage patterns, support tickets, and feedback using platforms such as

  Freshdesk, Redmine, or Jira

  .
• Identify product enhancement opportunities and report usability challenges.
• Translate customer feedback and needs into structured product requirements and user stories.
• Support product roadmap planning with insights and impact analysis.
• Participate in product testing, validation, and release readiness activities.

Customer Journey Optimization

• Review customer journeys regularly to identify friction points and suggest improvements.
• Collaborate with

  Customer Success Managers (CSMs)

  to ensure seamless onboarding, user training, and adoption.
• Contribute to customer engagement strategies that improve user retention and satisfaction.

Key Expectations

• Strong communication skills — both written and verbal.
• Ability to manage customers professionally and empathetically at various levels.
• Analytical mindset with strong problem-solving and logical reasoning skills.
• A proactive, go-getter attitude focused on achieving customer success.
• Willingness to travel within India and internationally when required.

Preferred Qualifications

• Bachelor’s Degree in Engineering, Computer Science, Business, or related fields.
• Certification or project experience in Customer Success, Product Management, or Data Analytics is an added advantage.
• Interest or prior exposure to

  Education / EdTech

  industry.

Why Join Us

• Be part of a fast-growing technology team transforming education through innovation.
• Opportunity to learn directly from senior Product and Customer Success leaders.
• Exposure to global clients and diverse technology environments.
• Growth-oriented work culture with continuous learning opportunities.