Customer Success Analyst

DistillerSR Inc.•Kanata, ON

1d•Hybrid

About The Position

DistillerSR Inc. is a leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. Founded in 2008, DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions, and monitor safety issues with medical products. The company values are Always Leading, Always Innovating, and Always Trusted. This role drives the low-touch Customer Success function, leveraging a tech stack including ChurnZero and Pendo, and supports Customer Success Managers who advise enterprise customers on using the DistillerSR platform.

Requirements

2–4 years of experience in a SaaS Customer Success, Account Management, or related role
Hands-on proficiency with ChurnZero or a comparable CS platform (Gainsight, Catalyst, Totango)
Demonstrated experience analyzing product telemetry or usage data to drive adoption decisions
Familiarity with data visualization and reporting tools (Looker, advanced Excel/Google Sheets)
Comfortable working across a modern tech stack including Salesforce, Pendo, and productivity suites (Microsoft Office, Google Workspace)
Working knowledge of core CS metrics: TTV, NRR, Customer Health Scoring
Exceptional communicator — equally comfortable presenting to executives and troubleshooting with practitioners
Proven ability to build trusted, long-term relationships
Strong facilitation and workshop skills; able to document and translate complex ideas clearly
Self-directed and proactive
Analytically rigorous with sharp attention to detail
Calm under pressure with a solutions-first orientation

Nice To Haves

Background in life sciences, library sciences or bio sciences
Experience in a regulated industry such as pharma, medical device, or governmental agency
Experience with systematic reviews or evidence-based research workflows
Experience in working with customers to implement web-based applications
Previous experience in software sales or RFP processes

Responsibilities

Serve as the internal expert and administrator for ChurnZero, managing and optimizing health scoring, and designing/building automation, playbooks, and campaigns.
Ensure data integrity between ChurnZero and other business systems (Pendo, Salesforce, Maxio).
Analyze product usage data and telemetry to derive insights on customer adoption, feature usage, and friction points.
Create adoption reports and dashboards for internal stakeholders.
Develop, implement, and refine scalable Customer Success programs based on telemetry and health data.
Identify opportunities to engage with key accounts based on triggers, health scores, and adoption gaps.
Facilitate the onboarding of new customers and support change management initiatives.
Proactively identify at-risk customers and develop/implement retention plans.
Detect and act upon early signals of expansions, contractions, and at-risk renewals, designing playbooks for CSMs.
Prepare dashboards and presentations for renewal results and forecasts.
Supplement the first line of support when necessary.
Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.
Collect business and user insights to develop strategic plans and long-term vision for customer accounts.
Translate customer feedback into actionable product insights for the Product team.
Promote customer satisfaction through product knowledge and technical expertise.
Collaborate with Sales on demos, RFP processes, and key client discussions.