Shift analyst
5 days ago
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,
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