Customer Success Analyst
About The Position
Support Customer Success Managers in managing customer relationships and ongoing account activities. Build positive working relationships with customer stakeholders and act as a trusted partner throughout their journey with Sodales. Assist in developing and executing customer success plans aligned with customer goals and business objectives. Monitor customer health, product usage, and engagement metrics to identify adoption opportunities and potential risks. Conduct regular customer check-ins and follow-up activities to support successful product adoption. Collaborate with Product, Solution Advisory, Sales, Delivery, and Support teams to ensure a seamless customer experience. Gather, document, and communicate customer feedback to internal stakeholders. Help track customer satisfaction, retention, and adoption metrics across assigned accounts. Support onboarding activities, customer training sessions, and enablement initiatives. Assist customers with best practices and guidance regarding product functionality and usage. Escalate customer concerns, risks, and issues appropriately to senior team members. Participate in customer business reviews and account planning activities. Assist in managing customer requests, enhancement submissions, and technical change requests. Contribute to the development of customer-facing documentation, training materials, and knowledge base content. Maintain accurate customer records and activities within internal systems. Continuously develop knowledge of Sodales products, customer use cases, and the industries we serve. Participate in company initiatives and contribute to the ongoing improvement of customer success processes.
Requirements
- Bachelor's degree in Business, Communications, Human Resources, Information Systems, or a related field.
- 1–3 years of experience in Customer Success, Account Management, Customer Support, Business Analysis, or a customer-facing role.
- Strong written, verbal, and interpersonal communication skills.
- Excellent relationship-building and customer service abilities.
- Strong organizational skills with the ability to manage multiple priorities.
- Analytical mindset with the ability to interpret data and identify trends.
- Comfortable learning technical concepts and discussing product functionality with customers.
- Familiarity with SaaS products and subscription-based business models.
- Curiosity and willingness to learn about the industries, products, and customers served by Sodales.
- Ability to work collaboratively across multiple teams in a fast-paced environment.
Nice To Haves
- Relevant co-op, internship, or SaaS experience will be considered an asset.
- Experience working with CRM systems or customer management tools is considered an asset.
- Experience in the EHS space is considered an asset.
Responsibilities
- Support Customer Success Managers in managing customer relationships and ongoing account activities.
- Build positive working relationships with customer stakeholders and act as a trusted partner throughout their journey with Sodales.
- Assist in developing and executing customer success plans aligned with customer goals and business objectives.
- Monitor customer health, product usage, and engagement metrics to identify adoption opportunities and potential risks.
- Conduct regular customer check-ins and follow-up activities to support successful product adoption.
- Collaborate with Product, Solution Advisory, Sales, Delivery, and Support teams to ensure a seamless customer experience.
- Gather, document, and communicate customer feedback to internal stakeholders.
- Help track customer satisfaction, retention, and adoption metrics across assigned accounts.
- Support onboarding activities, customer training sessions, and enablement initiatives.
- Assist customers with best practices and guidance regarding product functionality and usage.
- Escalate customer concerns, risks, and issues appropriately to senior team members.
- Participate in customer business reviews and account planning activities.
- Assist in managing customer requests, enhancement submissions, and technical change requests.
- Contribute to the development of customer-facing documentation, training materials, and knowledge base content.
- Maintain accurate customer records and activities within internal systems.
- Continuously develop knowledge of Sodales products, customer use cases, and the industries we serve.
- Participate in company initiatives and contribute to the ongoing improvement of customer success processes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
