Customer Success Analyst

Responsibilities

• Guide new customers through the onboarding process, ensuring they are set up for success and can effectively use our software from day one
• Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact for any questions or concerns
• Conduct training sessions and webinars to educate customers on product features, best practices, and new updates
• Monitor customer usage and health metrics to proactively identify and address any potential issues or areas for improvement
• Act as the voice of the customer within CuraeSoft, providing feedback to the product and development teams to drive continuous improvement
• Work collaboratively with technical support and product teams to resolve customer issues and ensure customer satisfaction
• Identify opportunities for account growth and renewal, and collaborate with the sales team to execute upsell strategies
• Gather and analyze customer feedback to identify trends and areas for product or service enhancement
• Maintain accurate records of customer interactions, including issues resolved and feedback provided, using our in-house system

Qualifications

• Bachelor’s degree in Business, Communications, or a related field preferred
• Experience in customer success, account management, or a related role, is a plus (preferably within a SaaS or technology environment)
• Excellent interpersonal and communication skills, both verbal and written
• Strong problem-solving skills with a proactive approach to addressing customer needs
• Ability to work independently and as part of a team in a fast-paced environment
• Proficiency with presentation software, creative software (e.g. Canva), and Microsoft Office Suite
• A customer-centric mindset with a passion for helping others and ensuring customer satisfaction