Description: * Previous experience as a Senior Customer Success Analyst or equivalent role. * Proficiency in the CS journey at SaaS companies (onboarding, adoption, engagement, renewal). * Analytical ability to monitor usage, risk, and performance metrics. * Experience with CRM, CS tools, and playbook modeling. * Skills in communication, negotiation, and conflict management. Desirable:* Experience with customer base segmentation and health scores. * Experience with expansion projects (upsell/cross\-sell). * Experience in fast\-growing companies (scale\-ups). * Supervise the Customer Success team (Analysts), ensuring alignment, operational discipline, and performance. * Monitor execution of CS playbooks, ensuring standardization of journey processes (onboarding, adoption, engagement, renewal, expansion). * Daily monitoring of CSMs’ operational indicators (health score, adoption, engagement, risk, churn, NPS, renewals). * Support analysts on complex cases, critical customers, and corrective action plans. * Prioritize at\-risk accounts and direct preventive and recovery actions. * Lead operational rituals: dailies, weekly reviews, renewal pipeline, and risk governance. * Monitor execution of engagement plans and QBRs, ensuring quality and consistency. * Flag opportunities and bottlenecks identified in daily operations to the Coordinator for process improvement. * Support integration with other departments (Support, Product, Sales, Finance) when required. * Continuously train, guide, and develop analysts, fostering a results\-oriented and customer\-centric culture. * Ensure clear, organized, and solution\-oriented communication with customers and other departments. 2512240202491933433