Customer Success Analyst

About the Role

We are looking for a Customer Success & Analytics Analyst to join a high-impact, data-driven environment supporting complex operations through advanced analytics and customer engagement.

This role is critical in ensuring clients achieve measurable value from analytics solutions. You will operate within a global support model, combining data analysis, problem-solving, and customer interaction to deliver actionable insights and drive continuous improvement.

Key Responsibilities

Customer Success & Analytics Delivery

• Act as the primary analytics point of contact for customers.
• Analyze key operational KPIs (service levels, fulfillment performance, risk indicators).
• Translate business needs into actionable insights and analytical use cases.
• Support onboarding, adoption, retention, and renewals.
• Execute Customer Success Plans aligned to performance goals.
• Deliver high-touch, customer-centric support.
• Contribute to customer satisfaction initiatives and improvements.

Data Governance, Compliance & Risk

• Ensure adherence to data privacy and regulatory standards.
• Apply secure data access and governance practices.
• Maintain high standards of data accuracy, reliability, and timeliness.
• Support audits and customer data/security reviews.

Operational Support & Incident Management

• Provide Tier 1–3 support in a global environment.
• Manage incidents and requests through ticketing systems.
• Perform root-cause analysis and post-incident reviews.
• Participate in escalation processes and critical incident response.
• Maintain clear and proactive communication with stakeholders.

Voice of the Customer & Continuous Improvement

• Capture and synthesize customer feedback.
• Identify trends, risks, and improvement opportunities.
• Monitor customer health and proactively mitigate risks.
• Contribute to continuous improvement initiatives.

Qualifications

• Bachelor’s degree in Data Analytics, Engineering, Supply Chain, or related field.
• 3–5 years of experience in analytics, customer success, operations, or support roles.
• Experience in regulated environments is a plus.
• Experience with SaaS or analytics platforms is preferred.

Preferred Certifications

• Customer Success (e.g., CCSM)
• Supply Chain (e.g., APICS CSCP / CPIM)
• IT Service Management (e.g., ITIL v4)

Languages

• English (required)
• Spanish (preferred)