Digital Customer Success Specialist, Insights & Renewal Intelligence
Customer Success | Digital Customer Success

Employment type
Full-time
Experience guide
3–6 years
Reporting line
Manager, Digital Customer Success

About the Role
You will own the account-intelligence and renewal-risk workstream, converting multi-source customer data into repeatable health reviews, early-warning insights, portfolio reporting, and actionable Customer Success narratives. The role combines hands-on analysis with process ownership, data quality, stakeholder coordination, and automation readiness.

About Digital Customer Success
Digital Customer Success provides structured, scalable Customer Success engagement for customers outside dedicated one-to-one coverage. The function combines customer intelligence, proactive risk identification, digital engagement, and cross-functional coordination to help customers realize value and enable account teams to take timely, informed action.

What You’ll Do
- Account health reviews: Build standardised reviews that combine renewal timing, product usage,



entitlement, support activity, training, certification, version adoption and customer sentiment into explicit strengths, risks and recommended actions.
- Early-warning and risk analysis: Maintain risk inputs, logic, thresholds and tiering;
validate outputs and distinguish genuine customer risk from data gaps.
- Portfolio and segmentation: Maintain priority account cohorts using approved segmentation rules, renewal timing, risk triggers and stakeholder inputs.
- Renewal intelligence: Track renewal cohorts, surface concerns early and prepare account-level inputs for regional renewal reviews.
- Risk and leadership reporting: Produce concise account and portfolio reporting with evidence, data-quality caveats and recommended follow-up.
- CRM health narratives: Draft and maintain clear health, risk and next-step entries aligned to the review cadence.
- Data and source management: Extract, reconcile and quality-

📌 Hiring: Digital Customer Success Analyst (India)
🏢 aspen technology
📍 India