Customer Success Analyst

3 weeks ago

Noida, Uttar Pradesh, India Diligente Technologies Full time
Job Title: Customer Success Analyst

Location: Noida / Chennai

Employment Type: Full-Time

Experience Level: Mid-Level (Minimum 4 Years Experience required)

Shift timings: 9pm to 6am IST (US Pacific hours)

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.
- 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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