Senior Customer Success Analyst

Centric Software•New York City, NY

2d•Remote

About The Position

Centric Market Intelligence (CMI), a division of Centric Software, seeks a data-driven, proactive, and strategic Senior Customer Success Analyst to help global clients achieve measurable success through its platform. The role combines analytics, client strategy, and operational excellence to support adoption, retention, and growth through insight, process improvement, and direct client collaboration. The analyst owns strategic support for a portfolio of client accounts, monitoring communications, platform usage, and success planning. The role includes identifying low engagement and churn risks, delivering virtual and in-person onboarding and training, preparing materials and analysis for Quarterly Business Reviews, and building trusted relationships with client stakeholders. The position also owns monthly usage and KPI reporting, dashboards, client health and churn analysis, and metrics tied to account growth, revenue expansion, adoption, and lifetime value. It develops scalable workflows and repeatable processes, leads client initiatives, and collaborates with Product, Sales, and other teams on reporting tools, sales-to-CS transitions, escalations, customer feedback, and roadmap input. Additional work includes evaluating Customer Success interventions, improving training tools, and identifying trends and recommendations across the client base. This position is remote in North America and reports to the VP of Customer Success. The anticipated base salary range is $70,000–$75,000, with possible eligibility for a $5,000 bonus. Centric offers medical, dental, and vision coverage, paid time off, and other applicable benefits, subject to plan terms and eligibility requirements.

Requirements

Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or a related field.
3–5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments.
Prior experience in the fashion or retail industry.
Strong analytical mindset and proven ability to work with usage data, KPIs, and behavioral metrics.
Experience with Salesforce, HubSpot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platforms.
Strong communication and interpersonal skills, with the ability to work cross-functionally.
Detail-oriented, with excellent organizational, time-management, and documentation skills.
Ability to manage multiple projects and priorities simultaneously.
Self-motivated and proactive, with a passion for delivering an exceptional customer experience.

Nice To Haves

Startup or high-growth company experience.

Responsibilities

Own strategic support for a portfolio of client accounts, including client communications, usage analysis, and success planning.
Monitor platform usage and behavioral trends, identify low engagement or churn risk, and implement targeted user engagement strategies.
Deliver virtual and in-person onboarding and training sessions for clients.
Support and prepare Quarterly Business Review and check-in materials, including client KPI, usage benchmark, and ROI analysis.
Build trusted relationships with client stakeholders and serve as a strategic advisor and product expert.
Own monthly reporting on user behavior, adoption trends, and platform KPIs; maintain trackers, dashboards, and documentation.
Analyze client churn drivers and develop a client health score model to improve forecasting and proactive engagement.
Track and report KPIs related to account growth, revenue expansion, platform adoption, and client lifetime value; present insights to the Director/VP.
Create repeatable processes and scalable workflows for QBR preparation, help desk reporting, client documentation, and other data-intensive tasks.
Lead client initiatives, maintain weekly status reports, and track progress and outcomes against Customer Success goals.
Collaborate with Product to improve client-facing reporting tools, incorporating client feedback and usage insights.
Partner with Sales on expansion strategy, footprint growth, sales-CS handoffs, and a standardized sales-to-CS transition process.
Escalate complex client issues, propose solutions, and coordinate cross-functional teams to drive resolution.
Represent the voice of the customer internally by sharing feedback, raising feature requests, and influencing the roadmap.
Evaluate the effects of onboarding, training, and live workshops on client KPIs and satisfaction.
Lead enhancements to internal and client-facing training tools, including guide.stylesage.co, video tutorial workshops, and onboarding modules.
Identify trends across the client base, develop recommendations for recurring issues, and help prevent systemic challenges.