Customer Success Analyst

4 weeks ago

Belgaum, Karnataka, India Diligente Technologies Full time

Hiring: Customer Success Analyst

Job Type: Full time

Location: Remote (NCR India)

Work Timing: US Pacific Shift

Description:

Experience Level: Mid-Level (Minimum 2 Years Experience)

Reports to: Head of Customer Success

Role Overview

As a Customer Success Analyst, you'll be the part of the customer success team to help create knowledge base, FAQ's, 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. You'll 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


• Bachelor's 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.

What We Offer


• Competitive salary and performance-based bonuses


• Flexible work environment


• Professional development opportunities


• A collaborative, mission-driven team

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