Senior Customer Success Analyst

Key Responsibilities:

Strategic Collaboration

• Partner with customers and internal stakeholders to manage and execute the renewal process.
• Align renewal strategies with broader business objectives to maximize retention and growth.

Work Allocation & Performance Management

• Act as a point of contact (POC) for renewal-related activities including work allocation, report analysis, and trend tracking.
• Conduct monthly renewal discussions with customers and build success stories.
• Review cases, perform churn analysis, and maintain monthly scorecards as key KPIs.

Renewal Management

• Create tailored renewal offers and quotes using customer usage insights and contract data.
• Ensure timely delivery of renewal offers and quotes to customer contacts.
• Maintain accurate renewal forecasts and lead renewal review meetings for designated accounts.

Negotiation & Contracting

• Negotiate renewal terms and pricing in collaboration with internal teams to achieve mutually beneficial outcomes.
• Process renewal orders efficiently to enhance customer satisfaction.

Customer Health & CRM Management

• Maintain up-to-date and accurate records in CRM systems (preferably Salesforce).
• Monitor customer health metrics and proactively address risks to retention.
• Identify and refer upsell or expansion opportunities to the Sales team.

Feedback & Continuous Improvement

• Collect customer feedback and share insights with Product, Support, and Management teams to drive improvement initiatives.
• Continuously develop a deep understanding of the company's software solutions to effectively communicate value propositions.