Customer Success Analyst

Hiring: Customer Success Analyst

Job Type: Full time

Location: Remote (PAN India)

Work Timing: US Pacific Shift

Description:

Experience Level: Mid-Level (Minimum 2 Years Experience)

Reports to: Head of Customer Success

Role Overview

As a Customer Success Analyst, you’ll be the part of the customer success team to help create knowledge base, FAQ’s, maintain customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure they derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. You’ll play a key role in onboarding, support, customer education, and renewal strategies.

Key Responsibilities

• Act as a trusted advisor to customers, guiding them through onboarding, product adoption, and usage best practices.

• Proactively manage customer relationships and develop strategies for engagement, retention, and satisfaction.

• Build and maintain a scalable knowledge base, including FAQs, help guides, and tutorial content.

• Create and execute customer success email campaigns (e.g., onboarding series, product updates, renewal reminders).

• Monitor key customer health metrics and take action on churn risks or upsell opportunities.

• Collaborate with Sales, Product, and Support teams to provide feedback and improve the customer experience.

• Maintain accurate records of customer interactions and insights in HubSpot and other customer success platforms.

Requirements

• Bachelor’s degree in business, Communications, Marketing, or related field.

• 2+ years of experience in a Customer Success, Account Management, or Customer Support role at a SaaS company.

• Demonstrated experience setting up and managing customer-facing knowledge bases and educational content.

• Proven ability to craft engaging and strategic customer success emails and campaigns.

• Strong verbal and written communication skills with a proactive, empathetic approach to customer engagement.

• Experience with HubSpot CRM or similar tools is highly preferred.

• Familiarity with customer success platforms (e.g., Intercom, Zendesk, Gainsight, or similar) is a plus.

• Will be working US Pacific Standard Time.

What We Offer

• Competitive salary and performance-based bonuses

• Flexible work environment

• Professional development opportunities

• A collaborative, mission-driven team