We are looking for a Customer Success Analyst who can work closely with Agile/Scrum teams and bring customer insights into product development. This role will act as a bridge between customers, product, and engineering teams by leveraging data from customer success platforms like Planhat.
Key Responsibilities
- Collaborate with Scrum teams (Product Owner, Developers, Scrum Master) during sprint planning and reviews
- Bring customer insights, feedback, and product usage data into backlog prioritization
- Monitor customer health scores, adoption metrics, and churn risks using tools like Planhat or Gainsight
- Translate customer challenges into actionable user stories and requirements
- Track feature adoption post-release and provide feedback to product teams
- Work closely with Customer Success, Sales, and Support teams to ensure alignment
- Maintain and analyze customer data in CRM tools like Salesforce or HubSpot
- Support renewal and retention strategies by identifying at-risk accounts
Key Requirements
- 5+ years of experience in Customer Success / Business Analysis / Product Support / Account Management
- Basic understanding of Agile / Scrum methodologies
- Experience with Customer Success platforms (Planhat, Gainsight, or similar)
- Strong analytical and problem-solving skills
- Ability to interpret customer data and convert it into actionable insights
- Positive communication skills to work with cross-functional teams
- Experience working in SaaS or product-based environments preferred
Good to Have
- Exposure to Agile tools (Jira, Confluence)
- Experience with product analytics tools (Mixpanel, Amplitude)
- Understanding of customer lifecycle management and SaaS metrics (churn, retention, LTV)
- Exposure to accessibility and inclusive product design
Skills:- Customer Success, Business Analysis and Product support