Business Analyst (Customer Success)

Job Summary: We are seeking a detail-oriented and analytical Business Analyst to work closely with our Customer Success Managers (CSMs) in the US. The primary focus of this role is to assist CSMs in addressing customer problems by leveraging data analysis and providing actionable insights. The ideal candidate will be responsible for delivering reports, dashboards, and presentations that enhance customer outcomes and help CSMs drive strategic decisions.

Key Responsibilities:

• Data Analysis and Insights:
• Analyze customer data to identify trends, patterns, and areas for improvement in product usage and customer engagement.
• Collaborate with CSMs to understand customer needs, challenges, and goals, providing data-driven solutions.
• Develop and maintain dashboards and reporting tools to monitor customer health and product performance.
• Problem Solving and Recommendations:
• Work closely with CSMs to diagnose customer issues using data and propose effective solutions.
• Present insights and recommendations to CSMs and customers through regular reports and presentations.
• Use quantitative and qualitative data to help CSMs optimize customer retention, satisfaction, and product adoption.
• Reporting and Presentations:
• Prepare detailed, customized reports for CSMs and key stakeholders, summarizing findings and performance metrics.
• Design and deliver compelling presentations that clearly communicate complex data and insights to both technical and non-technical audiences.
• Track and report on key customer metrics such as usage, satisfaction, and churn, ensuring CSMs have the necessary information to drive customer success.
• Collaboration and Support:
• Serve as a liaison between CSMs, customers, and internal teams such as Product, Sales, and Data Analytics.
• Continuously improve data collection and reporting processes to enhance the overall customer success function.
• Participate in cross-functional meetings to provide insights into customer issues and product improvement opportunities.

Qualifications:

• Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field.
• 5+ years of experience in a business analyst, data analyst, or related role, preferably within a Customer Success environment.
• Strong analytical skills, with the ability to interpret data and provide actionable insights. Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in data analysis tools (e.g., Excel & Power BI).
• Experience in developing dashboards and driving visibility to stakeholders.
• Experience with CRM tools such as Salesforce, Hubspot, Gainsight.
• Excellent communication skills, with the ability to translate complex data into easy-to-understand presentations.
• Ability to work collaboratively with CSMs and cross-functional teams.

Preferred:

• Experience working in a SaaS or technology company.
• Familiarity with customer success metrics and KPIs (e.g., NPS, churn rate).