Enterprise Customer Success Analyst

Description

Job Summary: Agidesk is seeking an Enterprise Customer Success Analyst to engage analytically, strategically, and consultatively—ensuring real and continuous value for strategic clients. Key Highlights: 1. Analytical, strategic, and consultative engagement with Enterprise clients. 2. Focus on retention, expansion, and long-term customer success. 3. Development of success plans and anticipation of churn risks. **Job Description:** **Agidesk** is seeking a **Customer Success Analyst** focused on **Enterprise accounts**. Your mission will be to engage analytically, strategically, and consultatively—ensuring our largest clients achieve real, measurable, and continuous value from using our platform. You will be responsible for gaining deep understanding of the client’s business, supporting advanced configurations, guiding best practices, anticipating risks, identifying expansion opportunities, and acting as the bridge between the client, product, and internal teams—ensuring retention, expansion, and long-term success. **Key Responsibilities:** * Manage a portfolio of strategic clients as Agidesk’s primary point of contact. * Gain deep understanding of each client’s business, processes, challenges, and strategic objectives. * Develop and lead customer success plans with clear goals, KPIs, milestones, and ongoing tracking. * Monitor platform adoption, usage, and maturity—analyzing user data and behavior. * Proactively identify churn risks and define mitigation plans. * Support clients with advanced platform configurations, automations, workflows, business rules, and best practices. * Collaborate closely with Implementation and Support teams on technical and structural requests. * Lead strategic client meetings (checkpoints, executive alignment sessions). * Translate complex client needs into qualified inputs for Product. * Identify upsell and cross-sell opportunities, collaborating closely with the Sales team. * Ensure clear, concise, and professional communication across all client hierarchy levels. * Record strategic information, plans, and interactions in internal systems. * Act as the guardian of the customer experience—balancing empathy, assertiveness, and results focus. **Who We’re Looking For:** * **Strategic and Analytical Thinking:** You don’t just look at data—you understand what it reveals about your client’s business health; * **Consultative Communication:** Ability to lead difficult conversations with both assertiveness and empathy—keeping long-term success front and center; * **Resilience and Problem-Solving:** Comfort operating in highly complex environments with multiple technical challenges; * **Proactivity:** Someone who doesn’t wait for problems to arise—but anticipates risks and designs solutions; * **Partnership Mindset:** Enjoys teamwork and consistently shares information with Product and Sales teams. **Mandatory Requirements:** * Minimum of **3 years** of experience in Customer Success, Post-sales, or Account Management within B2B SaaS companies. * Proven experience serving and managing **Enterprise clients** or **large accounts**. * **Hands-on experience with customer service platforms**, service desks, help desks, or complex enterprise systems. * Experience analyzing product usage, customer success metrics, and action plans. * Close collaboration with Product, Support, and Implementation teams. **Nice-to-Haves:** * Prior experience with tools such as Zendesk, Freshdesk, ServiceNow, or Movidesk; * Knowledge of Agile methodologies and ITIL processes; * Experience operating in highly complex environments with multiple stakeholders. If you resonate with this culture of growth and high performance, join our team and help drive **Agidesk** forward with us! **Apply now and become part of our team!**