Senior Customer Success - Ongoing

Description

We are looking for a passionate and dedicated Customer Success Analyst (Ongoing) who loves building long-lasting relationships and is focused on delivering real value to our customers. **In the Ongoing team, your primary mission begins immediately after the Onboarding journey concludes. You will serve as the customer’s strategic partner, ensuring they have the best possible experience with our solution, achieve their business goals, and maintain a long-term, prosperous partnership with us. If you possess strong analytical skills, excellent communication abilities, and enjoy proactively solving problems, this role is perfect for you!** **Responsibilities** Portfolio Management: Manage an active customer portfolio (Low, Mid, or High Touch, depending on the model), ensuring engagement and retention. Adoption and Engagement: Monitor product/service usage and develop action plans to increase adoption and ensure customers derive maximum value from our solution. Churn Prevention: Closely track health indicators (Health Score) to identify early cancellation risks and implement recovery plans. Strategic Meetings: Lead follow-up meetings such as QBRs (Quarterly Business Reviews) and EBRs (Executive Business Reviews), presenting results and defining next steps. Revenue Expansion: Identify Upsell (higher-tier plan sales) and Cross\-sell (complementary product sales) opportunities within the existing customer base. Voice of the Customer: Collect structured feedback and act internally as the "voice of the customer," aligning improvements with Product, Sales, and Support teams. Metrics Analysis: Monitor and report on portfolio KPIs, including NPS, CSAT, Churn Rate, NRR, and LTV. **Requirements** Proven prior experience in Customer Success (Ongoing), Account Management, or related fields. Excellent verbal and written communication skills, with ability to negotiate and overcome objections. Strong analytical mindset: comfort interpreting data, dashboards, and making metrics-driven decisions. Empathy and active listening to understand customers’ pain points and business objectives. High organizational capacity, time management, and prioritization skills (portfolio management). Results-oriented and proactive in anticipating issues before customers raise them. **Differentiators** Prior experience in technology companies (SaaS/B2B). Familiarity with Customer Success tools (e.g., SenseData, Gainsight, Totango, HubSpot, Zendesk). Certifications in Customer Success. Benefits: * Medical assistance * Dental assistance * Childcare allowance * Free parking * Profit sharing * Meal allowance * Transportation allowance Work location: On-site