Senior Customer Success Analyst

<h3><span><span><span><b>Overview</b></span></span></span></h3><span><span><span><span>Centric Market Intelligence (CMI), a division of Centric Software, is looking for a data-driven, proactive, and strategic <b>Senior Customer Success Analyst</b> to support our global clients in achieving measurable success through our platform. This role sits at the intersection of analytics, client strategy, and operational excellence—helping drive adoption, retention, and growth through insight, process improvement, and hands-on client collaboration.</span></span></span></span><br/> <h3><span><span><span><b>Key Responsibilities</b></span></span></span></h3><h4><span><span><span><b>Client Engagement &amp; Account Support</b></span></span></span></h4><ul><li><span><b>Account Support &amp; Strategy</b><br/> Own strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning to ensure long-term retention and satisfaction.</span></li><li><span><b>User Engagement &amp; Adoption</b><br/> Monitor platform usage and behavioral trends using analytics tools. Identify areas of low engagement or churn risk and proactively implement targeted user engagement strategies.</span></li><li><span><b>Onboarding &amp; Training</b><br/> Deliver both virtual and in-person training sessions, onboarding new users, and ensuring clients are well-equipped to derive value from the platform.</span></li><li><span><b>Quarterly Business Reviews (QBRs)</b><br/> Support &amp; prepare comprehensive materials for QBRs and other key check-in meetings, including analysis of client KPIs, usage benchmarks, and ROI discussions.</span></li><li><span><b>Client Relationship Management</b><br/> Build strong, trust-based relationships with client stakeholders, positioning yourself as a strategic advisor and product expert.</span></li></ul> <h4><span><span><span><b>Analytics, Reporting &amp; Process Optimization</b></span></span></span></h4><ul><li><span><b>Reporting &amp; Dashboarding</b><br/> Own monthly reporting on user behavior, adoption trends, and platform KPIs. Develop and maintain trackers, dashboards, and documentation to support internal and external stakeholders.</span></li><li><span><b>Churn &amp; Health Analysis</b><br/> Analyze drivers of client churn and develop a client health score model to improve forecasting and proactive engagement strategies.</span></li><li><span><b>CS Metrics Ownership</b><br/> Track and report on KPIs tied to account growth, revenue expansion, platform adoption, and client lifetime value. Present findings and insights to the Director/VP.</span></li><li><span><b>Operational Efficiency</b><br/> Create repeatable processes and scalable workflows for QBR preparation, help desk reporting, client documentation, and other data-intensive tasks.</span></li><li><span><b>Initiative Ownership</b><br/> Lead specific client initiatives and maintain weekly status reports. Track progress and outcomes, ensuring alignment with CS goals.</span></li></ul> <h4><span><span><span><b>Cross-Functional Collaboration</b></span></span></span></h4><ul><li><span><b>Product Partnership</b><br/> Collaborate with the Product team to enhance client-facing reporting tools (e.g., admin dashboards), incorporating client feedback and usage insights.</span></li><li><span><b>Sales &amp; Growth Enablement</b><br/> Partner with the Sales team on expansion strategy, footprint growth, and sales-CS handoffs. Develop a standardized sales-to-CS transition process.</span></li><li><span><b>Escalation &amp; Conflict Resolution</b><br/> Act as a point of escalation for complex client issues. Propose solutions and drive resolution by coordinating cross-functional teams as needed.</span></li><li><span><b>Customer Advocacy</b><br/> Represent the voice of the customer internally—sharing feedback, raising feature requests, and influencing the roadmap.</span></li></ul> <h3><span><span><span><b>Special Projects &amp; Innovation</b></span></span></span></h3><ul><li><span><b>Impact Analysis &amp; Customer Enablement</b><br/> Evaluate the effectiveness of Customer Success interventions—such as onboarding, training, and live workshops—on client KPIs and satisfaction.</span></li><li><span><b>Software &amp; Tool Development</b><br/> Lead the enhancement of internal and client-facing training tools (e.g., guide.stylesage.co, video tutorial workshops, onboarding modules).</span></li><li><span><b>Strategic Insights, Comms &amp; Marketing</b><br/> Identify high-level trends across the client base, develop recommendations to address recurring issues, and help prevent systemic challenges.</span></li></ul> <h3><span><span><span><b>Qualifications</b></span></span></span></h3><ul><li><span>Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field</span></li><li><span>3-5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environmen