Customer Success Analyst- PST/Night shift

5 days ago

New Delhi, India Diligente Technologies Full time

Job Title: Customer Success AnalystLocation: Noida / ChennaiEmployment Type: Full-TimeExperience Level: Mid-Level (Minimum 4 Years Experience required)Night Shift timings: 9pm - 6am IST (US Pacific hours)WORK FROM OFFICE / ONSITEReports to: Head of Customer SuccessRole OverviewAs 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. - 4+ 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.

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