Customer Success Analyst

Role Overview

As a Customer Success Analyst, youll be the part of the customer success team to help create knowledge base, FAQs, maintain customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure they derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. Youll play a key role in 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.

Requirements

• Bachelors degree in business, Communications, Marketing, or related field.
• 2+ 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.
• Will be working US Pacific Standard Time.