About the Role: As a Customer Success Analyst you will play a pivotal role in ensuring our mid-market customers achieve their desired outcomes through our platform. You will be the primary point of contact for approximately 40 clients fostering strong relationships and ensuring they are fully leveraging our services. Your insights from customer interactions will help shape our product development and customer success strategies making you a key contributor to enhancing the overall customer experience.

Responsibilities:

• Manage a portfolio of approximately 40 mid-market customers ensuring regular engagement through monthly meetings.

• Collaborate with account stakeholders to ensure they derive maximum value from our platform.

• Work cross-departmentally to gather all necessary information to enhance the customer journey and overall experience.

• Report directly to the Head of Customer Success and the Customer Success Lead.

• Gather and relay product feedback from customer interactions to the Head of Customer Success and Head of Product.

• Lead initiatives and projects aimed at driving customer engagement and delivering customer value.

Qualifications:

• A minimum of 4 years of customer-facing experience in roles such as customer service customer success or sales.

• Strong technical aptitude with the ability to troubleshoot and resolve technical issues.

• Experience with CRM systems (e.g. HubSpot) is preferred but not mandatory.

• Familiarity with ticketing systems (e.g. Zendesk) is an advantage but not required.

• Excellent written and verbal communication skills in English.

• Availability to work during East Coast business hours.

• Strong and reliable internet connection.

• Alignment with our company values and culture.

Other Details

• Compensation: $10-$12USD/hr

• Shift: Must be willing to follow US EST

• Other benefits when applicable