Customer Success Analyst - Mid

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Oversee a portfolio of medium to high-value clients, concentrating on growth, engagement, and retention.

• Conduct strategic meetings with decision-makers and key users, identifying risks and opportunities for growth.

• Create and implement upselling and cross-selling strategies aimed at increasing revenue (NET MRR).

• Monitor key performance indicators for the portfolio (churn rate, health scores, feature adoption, engagement levels).

• Operate in a consultative and analytical approach, delivering results, insights, and plans for improvement.

• Assist the Product team by offering input for enhancements and documenting feedback.

• Engage in internal AI initiatives, utilizing intelligent tools to streamline processes and aid in decision-making.

⛳️ Requirements

• Extensive experience as a Customer Success Manager or in a similar capacity within a B2B SaaS environment.

• Proven track record managing mid to large accounts, with a focus on growth and retention objectives.

• Strong skills in analyzing portfolio and performance metrics (NRR, churn, health score).

• Hands-on experience with CRM systems, intermediate proficiency in Excel/Google Sheets, and capability to query and interpret dashboards in BI tools (e.g., Power BI) for data organization and analysis support.

• Competence in managing a client portfolio: prioritizing tasks, creating action plans, and implementing follow-up routines to ensure account growth and achievement of targets.

• Experience working with teams that manage intricate processes, with the ability to delineate workflows, pinpoint enhancements, and convert needs into system specifications.

🏝️ Benefits

• Meal allowance / Food voucher

• Health and dental insurance

• Home office allowance

• Profit sharing (PLR)

• Voucher for setup kit

• Life insurance

• Birthday day off

• GoGood | Conexa

• Health and wellness promotion program

• Partnerships and discounts