Customer Success Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Analyze and implement renewals for Chrome’s SMB clientele

• Ensure clients achieve measurable revenue growth through Chrome’s products, data, and services

• Foster relationships with the Chrome Customer Success and Sales teams

• Oversee account health and customer engagement

• Identify client risks and collaborate to provide an outstanding customer experience and enhance retention

• Act as the main point of contact and advocate for designated customers

• Develop strategies for customer retention and churn prevention

• Work with clients to renew contract terms, pricing, and modifications

• Collaborate with Sales, Legal, and Finance to streamline renewal processes

• Monitor product usage to uncover risks and opportunities for account growth

• Create reports on account performance and its business impact

• Assist in reversing potential downsells and identifying upselling opportunities

• Facilitate annual customer renewals alongside the Customer Success Director and assigned customers

• Evaluate renewals based on customer product usage patterns

• Aid in the development of process automation

• Keep accurate customer records, success plans, and risk indicators in CRM systems

• Provide feedback for shaping renewals, success playbooks, and process automation

• Contribute to team enablement by sharing insights and suggesting process improvements

⛳️ Requirements

• 2-4 years of experience in analyzing customer data and usage patterns to identify trends and insights

• Exceptional communication and interpersonal skills

• Ability to interpret usage, adoption, pricing, and health-score data to inform actions and decisions

• Comfortable utilizing AI tools such as Microsoft Copilot

• Basic proficiency in Excel

• Familiarity with process automation is beneficial

• Capability to effectively manage priorities while maintaining a strong customer focus

• Proven problem-solving skills and comfort with ambiguity while working in cross-functional teams

• Knowledge of subscription-based data products and services is preferred

• Must be legally authorized to work in the country where employment is offered

• JD Power does not provide employment sponsorship for this position

🏝️ Benefits

• Flexible work arrangements

• Opportunities for learning and development