Customer Success Analyst

15 hours ago

Chennai, Tamil Nadu, India Camu Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

Job Title:
Product Support Specialist
Location:
Madurai, India

Employment Type:
Full-time

Travel Requirement:
Domestic and occasional international travel as needed

About the Role

We are seeking a proactive and customer-focused
Product Support Specialist
with strong expertise in handling client relationships and product implementation. The ideal candidate will act as a bridge between customers, product, and engineering teams — ensuring smooth onboarding, effective issue resolution, and continuous product improvement based on real user insights.

Experience in the
Education Technology (EdTech)
domain is a strong plus.

Key Responsibilities

Customer & Product Support

  • Manage and deliver end-to-end support services for clients as per defined SLAs.
  • Execute product implementation and post-implementation support processes efficiently.
  • Act as the primary liaison between customers, product, and engineering teams.
  • Ensure timely milestone sign-offs and adherence to invoicing schedules for assigned accounts.
  • Drive customer satisfaction through prompt issue resolution and proactive communication.

Product Insights & Improvement

  • Analyze product usage trends, customer feedback, and support data (Freshdesk/Redmine/Jira) to identify areas for enhancement.
  • Translate customer needs into clear product requirements and actionable user stories.
  • Support product roadmap development with data-driven insights and impact assessments.
  • Participate in product testing, validation, and release readiness activities.

Customer Experience & Engagement

  • Conduct regular reviews of customer journeys to identify friction points and recommend improvements.
  • Partner with Customer Success Managers (CSMs) to ensure smooth onboarding, user training, and ongoing engagement.
  • Collaborate cross-functionally to drive adoption, satisfaction, and long-term retention.

Qualifications & Skills

  • Proven expertise in
    Product Support
    or
    Customer Success
    (experience in the
    Education domain
    is highly preferred).
  • Strong understanding of customer management and stakeholder coordination.
  • Excellent communication and interpersonal skills — both written and verbal.
  • Analytical mindset with the ability to interpret data and suggest actionable insights.
  • Self-driven, detail-oriented, and a go-getter with a passion for ensuring customer success.
  • Familiarity with support and ticketing tools such as
    Freshdesk, Redmine, or Jira
    .
  • Willingness to travel across India and occasionally abroad.

Performance Indicators

  • Customer satisfaction and retention rates.
  • Timely milestone sign-offs and AR targets achieved.
  • Reduction in recurring issues through proactive problem-solving.
  • Quality and impact of product feedback and enhancement inputs.

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