Customer Success Analyst

Role Overview: As a Customer Success Analyst, you will be part of the customer success team to help create a knowledge base, FAQs, maintain the customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure customers derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. Your key role will involve 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. Qualifications Required: - Bachelors degree in business, Communications, Marketing, or related field. - 4+ 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. (Note: The job requires working in the US Pacific Standard Time zone.) Role Overview: As a Customer Success Analyst, you will be part of the customer success team to help create a knowledge base, FAQs, maintain the customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure customers derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. Your key role will involve 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. Qualifications Required: - Bachelors degree in business, Communications, Marketing, or related field. - 4+ 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. (Note: The job requires working in the US Pacific Standard Time zone.)