Customer Success Analyst

Fortive

1d•Hybrid

About The Position

As a Customer Success Analyst, you will play a critical role in building strong, long-lasting relationships with a portfolio of Intelex customers. Your mission is to drive adoption, retention, and customer loyalty by proactively partnering with customers and helping them realize value from our platform. You’ll engage with customers primarily through email and virtual meetings (Teams/Zoom), acting as a trusted advisor who understands their business goals, challenges, and success metrics. While experience in Customer Success or EHSQ software is a plus, we’re ultimately looking for someone who is organized, adaptable, analytical, and deeply committed to helping customers succeed.

Requirements

2+ years of experience in a SaaS or technology environment (Customer Success, Account Management, Consulting, Project Management, or similar)
Strong written and verbal communication skills in English
Proven ability to build and maintain strong customer relationships
Analytical mindset with strong problem‑solving and decision‑making skills
Experience working with CRM and/or customer support platforms
Ability to manage multiple priorities with strong organization and attention to detail
Demonstrated success supporting customer retention and satisfaction

Nice To Haves

Experience or knowledge of Environmental, Health, Safety, or Quality (EHSQ)
Experience supporting enterprise or strategic customer accounts
Ability to quantify success (e.g., renewal rates, adoption metrics, customer health scores)
Experience presenting technical concepts to non‑technical audiences

Responsibilities

Own and manage customer relationships within your portfolio, focusing on adoption, retention, and long‑term value
Build trusted advisor relationships with customers at various levels, including Director and VP stakeholders
Proactively identify risks, opportunities, and improvement areas to enhance the customer experience
Advocate for customer needs internally by collaborating with Product, Services, Support, and Account Management teams
Educate customers on product updates, roadmap initiatives, and Intelex programs
Track customer health metrics and maintain clear success plans and action items
Identify and manage risks through to resolution, ensuring timely follow‑up and communication
Conduct Strategic Business Reviews for key and strategic accounts
Capture customer success stories and support reference and advocacy initiatives
Partner with Services and Account Management to support account growth through adoption, up‑sell, and cross‑sell opportunities
Contribute to Customer Success campaigns in partnership with Marketing and CS leadership
Continuously develop product knowledge to confidently communicate value and roadmap direction