Customer Success Analyst/Associate
About The Position
Takt builds software that enables some of the world's largest warehouse, distribution, and logistics organizations to create highly engaged and efficient teams. We empower operators at every level to improve performance, drive profitability, and grow their careers. In both our products and our people, we aim to reflect, represent, and advocate for warehouse and logistics teams globally. We are seeking a Customer Success Analyst to join Takt's Customer Success organization and support customers throughout their post-implementation journey, helping drive adoption, engagement, and long-term value realization. This role begins after implementation and go-live, partnering closely with the Implementation team during customer handoff and hypercare, and supporting ongoing customer success initiatives. The Customer Success Analyst works closely with Customer Success Managers to monitor customer health, support adoption programs, and ensure customers are realizing value from the Takt platform. This role is designed to support both scaled growth accounts and long-term strategic customers, depending on assignment and team needs. This role is located in our Reston, VA office and may require up to 20–30% travel.
Requirements
- BA/BS degree or equivalent experience
- 0–3 years of experience in Customer Success, Account Management, Operations, Consulting, Project Coordination, or related roles
- Strong organizational and time management skills
- Excellent written and verbal communication abilities
- Analytical mindset with the ability to interpret data and identify trends
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Comfort working with both customer-facing and internal stakeholders
- Eagerness to learn customer success methodologies and SaaS best practices
Nice To Haves
- Experience in supply chain, logistics, warehousing, manufacturing, or workforce management environments
- Familiarity with customer success concepts, adoption programs, or account health monitoring
- Experience working with SaaS software platforms
- Exposure to customer-facing reporting, dashboards, or business reviews
- Familiarity with HubSpot, Zendesk, Linear, Gainsight, Salesforce, or similar platforms
- Experience supporting enterprise or multi-site customers
Responsibilities
- Support Customer Success Managers in managing post-go-live customer relationships
- Serve as a day-to-day resource for customer questions, requests, and follow-up actions
- Help maintain strong relationships with operational and technical stakeholders
- Assist in ensuring customers receive a consistent, high-quality experience throughout their lifecycle
- Support the creation and maintenance of account charters, success plans, and customer documentation
- Assist customers with adoption initiatives and enablement activities
- Monitor platform usage, engagement, and performance metrics to identify trends and opportunities
- Track customer goals, milestones, and outcomes to help measure success
- Monitor customer health indicators and assist with identifying potential risks
- Maintain account records, action plans, and success tracking within internal systems
- Support customer outreach campaigns, adoption programs, and engagement initiatives
- Help prepare customer-facing materials, presentations, and reporting
- Assist with executing customer maturity and adoption programs using established playbooks
- Coordinate training activities and Train-the-Trainer initiatives
- Support rollout and communication of new platform features and capabilities
- Help customers understand best practices and operational use cases
- Partner closely with Customer Success, Implementation, Product, Support, and Account Management teams
- Participate in customer handoffs and internal account reviews
- Escalate customer issues and coordinate follow-up actions with appropriate teams
- Provide feedback and insights to improve customer experience, adoption, and retention efforts
Benefits
- A portion of total compensation is variable and intended to reward individual and company performance, including customer adoption, retention, and long-term value realization outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
