Customer Success Analyst, Mid-Level

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

📋 Description

• Ensure the achievement of promised outcomes

• Track KPIs and take proactive measures to mitigate churn or cancellations

• Act as a liaison between the client and internal teams

• Facilitate monthly performance discussions with clients

• Convert data into clear, actionable recommendations

• Align strategic goals with client expectations

• Develop and implement recovery strategies for clients at risk

• Closely monitor key clients with regular checkpoints

• Identify genuine upsell and cross-sell opportunities

• Present growth strategies

• Work towards increasing the average ticket value across the portfolio

⛳️ Requirements

• Intermediate proficiency in English and/or Spanish (a plus)

• Strong empathy and active listening skills

• Capability to comprehend performance reports and pinpoint areas for enhancement

• Knowledge of digital marketing metrics, including CPL (Cost per Lead), CPA, ROAS, CTR, conversion rate, and cost per appointment

• Skill in translating digital marketing data into actionable plans

• Familiarity with key business KPIs such as ROI, LTV, NPS, and churn

• Experience in managing a client portfolio with a focus on risk assessment and potential

• Proficiency in CRM tools for tracking and logging accounts

• Background in upselling, cross-selling, and renewals

• Ability to plan and monitor client-specific action strategies

• Strong organizational skills to prioritize simultaneous demands across multiple accounts

• Competence in coordinating deliverables among internal teams: traffic (media buying), copywriting, and sales

• Understanding of the conversion funnel from click to appointment

• Clear and consultative communication tailored to the client's profile

• Ability to track timelines, ownership, and success metrics

• Consistent, professional, and courteous demeanor

• Strong sense of accountability for deliverables and deadlines

• Organized approach to managing multiple accounts at once

• Prioritization based on risk and financial implications

• Experience with task management tools

• Proactive in identifying and addressing issues

• Capability to conduct meetings and outline clear next steps

🏝️ Benefits

• Bonus

• Flexible working hours

• Career development plan