Senior Customer Success Analyst

Overview

Key Responsibilities

Client Engagement & Account Support

• Account Support & Strategy
   Own strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning to ensure long-term retention and satisfaction.
• User Engagement & Adoption
   Monitor platform usage and behavioral trends using analytics tools. Identify areas of low engagement or churn risk and proactively implement targeted user engagement strategies.
• Onboarding & Training
   Deliver both virtual and in-person training sessions, onboarding new users, and ensuring clients are well-equipped to derive value from the platform.
• Quarterly Business Reviews (QBRs)
   Support & prepare comprehensive materials for QBRs and other key check-in meetings, including analysis of client KPIs, usage benchmarks, and ROI discussions.
• Client Relationship Management
   Build strong, trust-based relationships with client stakeholders, positioning yourself as a strategic advisor and product expert.

Analytics, Reporting & Process Optimization

• Reporting & Dashboarding
   Own monthly reporting on user behavior, adoption trends, and platform KPIs. Develop and maintain trackers, dashboards, and documentation to support internal and external stakeholders.
• Churn & Health Analysis
   Analyze drivers of client churn and develop a client health score model to improve forecasting and proactive engagement strategies.
• CS Metrics Ownership
   Track and report on KPIs tied to account growth, revenue expansion, platform adoption, and client lifetime value. Present findings and insights to the Director/VP.
• Operational Efficiency
   Create repeatable processes and scalable workflows for QBR preparation, help desk reporting, client documentation, and other data-intensive tasks.
• Initiative Ownership
   Lead specific client initiatives and maintain weekly status reports. Track progress and outcomes, ensuring alignment with CS goals.

Cross-Functional Collaboration

• Product Partnership
   Collaborate with the Product team to enhance client-facing reporting tools (e.g., admin dashboards), incorporating client feedback and usage insights.
• Sales & Growth Enablement
   Partner with the Sales team on expansion strategy, footprint growth, and sales-CS handoffs. Develop a standardized sales-to-CS transition process.
• Escalation & Conflict Resolution
   Act as a point of escalation for complex client issues. Propose solutions and drive resolution by coordinating cross-functional teams as needed.
• Customer Advocacy
   Represent the voice of the customer internally—sharing feedback, raising feature requests, and influencing the roadmap.

Special Projects & Innovation

• Impact Analysis & Customer Enablement
   Evaluate the effectiveness of Customer Success interventions—such as onboarding, training, and live workshops—on client KPIs and satisfaction.
• Software & Tool Development
   Lead the enhancement of internal and client-facing training tools (e.g., guide.stylesage.co, video tutorial workshops, onboarding modules).
• Strategic Insights, Comms & Marketing
   Identify high-level trends across the client base, develop recommendations to address recurring issues, and help prevent systemic challenges.

Qualifications

• Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field
• 3-5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments
• Prior experience in fashion or retail industry is a must
• Startup or high-growth company experience is a plus
• Strong analytical mindset; proven ability to work with usage data, KPIs, and behavior metrics
• Experience with tools such as Salesforce, Hubspot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platforms
• Strong communication and interpersonal skills with the ability to work cross-functionally
• Detail-oriented with excellent organizational, time management, and documentation skills
• Comfortable managing multiple projects and priorities simultaneously
• Self-motivated and proactive with a passion for delivering an exceptional customer experience

Why Join Us?

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.