Customer Success Analyst (2)

Description

Job Summary: The Customer Success Analyst (Retention) will strategically prevent churn by identifying risks and strengthening customer relationships through targeted actions. Key Highlights: 1. Strategic involvement in churn prevention and customer retention 2. Develop and refine predictive churn models 3. Lead strategic conversations and negotiations with at-risk customers Description: The Customer Success Analyst (Retention) will be responsible for strategically preventing churn and maintaining the customer base. Their mission is to identify cancellation risks based on data, conduct consultative conversations, and implement targeted actions to reverse churn and strengthen customer relationships. Responsibilities and Duties * Develop and refine predictive churn models using behavioral and transactional data; * Monitor health scores and proactively identify at-risk accounts through pattern analysis and alerts; * Lead strategic conversations with at-risk customers to understand objections and reverse potential cancellations; * Negotiate customized solutions (plan adjustments, training, additional support) to increase perceived value; * Conduct root-cause analyses of cancellations and generate actionable insights for Product, CS, and Leadership teams. Requirements and Qualifications * Solid experience in Retention, Customer Success, or Account Management, preferably in B2B SaaS companies; * Excellent verbal and written communication skills, with an empathetic and consultative approach; * Ability to lead complex conversations and reverse cancellation situations. 2511290202181836065