Remote Customer Success Analyst

Overview of the Role

We are seeking a dynamic and detail-oriented Remote Customer Success Analyst to champion the post-sale customer experience. This pivotal role bridges client relationships and internal operations, ensuring consistent value delivery across the customer lifecycle. As a key part of our remote success team, you will utilize digital collaboration tools, product telemetry, and client health metrics to proactively monitor, assess, and optimize customer satisfaction. Suppose you are a tech-savvy strategist with a passion for meaningful engagement and measurable outcomes. In that case, this role offers the flexibility to contribute from anywhere while growing your influence in a high-performance environment.

Key Responsibilities

• Analyze client interaction data, usage logs, and NPS feedback to identify patterns that influence customer retention and product adoption.
• Design and execute customer health scoring models that alert teams to at-risk accounts or upsell opportunities.
• Collaborate with Customer Experience, Product, and Data Engineering teams to translate insights into platform improvements and engagement strategies.
• Own the post-implementation success reporting process, including onboarding satisfaction, time-to-value metrics, and product enablement feedback.
• Work closely with Account Managers to prepare strategic QBR decks using real-time performance analytics and actionable recommendations.
• Lead root-cause analysis for support escalations, flagging repeat issues to relevant product squads, and tracking resolution timelines.
• Segment customer behavior and success outcomes using BI dashboards, and optimize engagement campaigns based on behavioral cohorts.
• Stay informed on evolving SaaS success benchmarks and continuously refine internal metrics to align with industry standards.

Work Environment and Culture

This is a fully remote position that thrives on proactive communication, asynchronous collaboration, and cross-functional agility. You’ll be part of a fast-paced, results-oriented environment where your insights are valued and your efforts shape customer longevity. Our distributed team values transparency, innovation, and self-driven excellence. Whether you’re troubleshooting a client success workflow, analyzing behavioral analytics, or brainstorming retention initiatives, you'll always find support from peers who are equally committed to delivering real value.

Technology and Tools

Platforms and Systems

• CRM & Success Platforms: Gainsight, Salesforce Service Cloud, HubSpot
• Data Tools: Looker, Tableau, Google BigQuery, Power BI

Communication and Productivity

• Slack, Notion, Zoom, Asana

Product Feedback and Analytics

• Productboard, Pendo, Intercom
• Analytics Stack: Amplitude, Segment, Snowflake

Familiarity with SQL queries and experience in optimizing dashboard design for stakeholder storytelling is a plus. We believe in using the right tools to empower efficient customer success analytics, predictive churn modeling, and lifecycle journey mapping.

Required Qualifications

• Bachelor’s degree in Business Analytics, Computer Science, Information Systems, or a related field
• Minimum 3 years in a customer success, operations analyst, or product insights role—preferably in a B2B SaaS or remote-first organization
• Proficient in analyzing digital customer journey data and synthesizing it into meaningful insights
• Demonstrated ability to balance empathy with analytics, crafting strategies that are both human-centered and performance-driven
• Excellent interpersonal and communication abilities, with the capability to distill complex findings into digestible takeaways for non-technical audiences
• Hands-on experience with data visualization, metric interpretation, and stakeholder reporting
• Comfortable operating independently and managing multiple projects in a distributed environment

Opportunities for Growth

This role provides an ideal launchpad for advancing into more senior roles such as Customer Success Manager, Data-Driven Program Lead, or Lifecycle Operations Strategist. By excelling here, you'll build a versatile foundation in lifecycle analytics, customer value delivery, and product-feedback loops—while expanding your influence in cross-functional product evolution.

Employees who show initiative and impact will have access to mentorship, certifications, and internal mobility options across our success, product, and analytics divisions.

Why Join Us?

We are committed to redefining what customer success means in a digital-first world. By merging behavioral analytics, product telemetry, and strategic insights, we create scalable systems that anticipate client needs and amplify value delivery. We strive to support every team member with the autonomy, resources, and feedback mechanisms necessary to excel in their career while making a positive impact on our users.

With an annual salary of $72,496, you'll also enjoy competitive remote benefits including wellness stipends, learning & development budgets, flexible PTO, and performance-based incentives.

Call to Action

Ready to Drive Insight-Led Success?

If you're passionate about transforming client data into actionable success narratives and want to make a measurable difference—while working from wherever you feel most productive—then this is the opportunity you've been looking for. Join a remote-first team that believes in purposeful tech, transparent communication, and growth through analytics.

Apply today and start shaping the future of customer success, one insight at a time.