Customer Success Analyst
H1Salary not specified
Not SpecifiedCompensation
N/AExperience Level
N/AJob Type
Not SpecifiedVisa
N/AIndustries
Requirements
- Affinity for defining strategic, scalable processes
- Strong data and analytical skills
- Clear communicator with excellent written, verbal, and listening skills
- Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
- Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
- Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
- Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption
- Gainsight experience (CS, PX, Staircase AI, Community, CE)
- Familiarity with Salesforce and technically adept
- Previous customer success experience preferred
- Computer software industry experience preferred (SaaS)
Responsibilities
- Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
- Use data to identify at-risk accounts and create playbooks for CSMs to address
- Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
- Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team
- Define scalable processes for 1:Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
- Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers’ needs
- Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success
- Implement and manage software that facilitates CSM Ops activities
- Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score
- Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs
Skills
Appspace
Workspace management and employee communication platform
About Appspace
Appspace provides a workspace management platform that enhances communication and operational efficiency within organizations, particularly in the healthcare and public sectors. The platform allows for content delivery to workplace devices, such as digital signage, and helps manage physical spaces through features like fast check-ins, capacity management, and reservations for desks and rooms. Additionally, it offers tools for analyzing visitor volume and behaviors to optimize space utilization. Appspace operates on a subscription-based model, ensuring a steady revenue stream while continuously updating its services. The platform also serves as a central hub for employee communication, providing access to announcements and tools for all employees, including frontline workers. Appspace's flexibility and scalability make it a valuable partner for organizations aiming to improve their work environments and employee engagement.
Dallas, TexasHeadquarters
2002Year Founded
GROWTH_EQUITY_VCCompany Stage
Government & Public Sector, Enterprise Software, HealthcareIndustries
201-500Employees
