Customer Success Analyst

ELSA

3d•Hybrid

About The Position

As a Customer Success Analyst, you will support B2B customer operations by combining customer support, data analysis, process improvement, and automation. You will work closely with CSMs and B2B clients to ensure smooth operations, monitor customer engagement, and improve scalable workflows.

Requirements

3+ years of experience in Customer Success Operations, SaaS Operations, Business/Data Analysis, Customer Support Operations, or a related role.
Experience working in B2B SaaS and with tools such as Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms.
Strong analytical and problem-solving skills, with the ability to work with dashboards, operational data, and CS metrics.
Strong English communication skills and a proactive mindset toward process improvement, automation, and AI tools.

Responsibilities

Manage B2B customer activation, account setup, dashboards, user invitations, and recurring engagement activities.
Handle operational and technical requests from B2B client admins and internal CSMs through ticketing systems.
Investigate issues, coordinate with internal teams, and ensure timely resolution.
Prepare customized reports and support CSMs with day-to-day operational needs.
Monitor customer engagement and key CS metrics such as NRR, GRR, ARR, retention rate, and CSAT.
Analyze dashboards and operational data to identify engagement gaps, trends, and potential customer risks.
Build and maintain recurring reports to support customer and account monitoring.
Translate data into actionable insights for CSMs and the broader Customer Success team.
Identify repetitive or inefficient workflows and propose practical improvements.
Support automation initiatives using new tools, AI, and workflow automation solutions.
Help test, implement, and document improved processes across Customer Success operations.
Continuously look for ways to reduce manual work and make operations more scalable.