Digital Customer Success Specialist, Insights & Renewal Intelligence

nCustomer Success | Digital Customer Success

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nEmployment type

nFull-time

nExperience guide

n3–6 years

nReporting line

nManager, Digital Customer Success

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nAbout the Role

nAspenTech, an Emerson company, is a global leader in industrial software, helping organizations optimize operations, improve efficiency, and accelerate digital transformation.

nYou 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.

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nAbout Digital Customer Success

nDigital 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.

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nWhat You’ll Do

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- Account health reviews: Build standardised reviews that combine renewal timing, product usage, entitlement, support activity, training, certification, version adoption and customer sentiment into clear strengths, risks and recommended actions.
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- Early-warning and risk analysis: Maintain risk inputs, logic, thresholds and tiering; validate outputs and distinguish genuine customer risk from data gaps.
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- Portfolio and segmentation: Maintain priority account cohorts using approved segmentation rules, renewal timing, risk triggers and stakeholder inputs.
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- Renewal intelligence: Track renewal cohorts,



surface concerns early and prepare account-level inputs for regional renewal reviews.
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- Risk and leadership reporting: Produce concise account and portfolio reporting with evidence, data-quality caveats and recommended follow-up.
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- CRM health narratives: Draft and maintain explicit health, risk and next-step entries aligned to the review cadence.
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- Data and source management: Extract, reconcile and quality-check information from CRM, BI, usage, support, training, version and survey sources.
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- Cross-functional collaboration: Work with account teams, Customer Success Operations and technical data owners to validate context and recommendations.
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- Documentation and controls: Maintain source links, definitions, standard operating procedures, quality checks, templates and cadence calendars.
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- Automation and enablement: Help translate review and risk-reporting processes into scalable workflows while preserving quality and traceability.
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nWhat We’re Looking For

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- Experience: 3–6 years in Customer Success operations, customer-health or renewal analytics, business analytics, data analytics or comparable work.
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- Education: Bachelor’s degree in Engineering, Analytics, Business, Information Systems or a related discipline; equivalent relevant experience may be considered.
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- Data capability: Advanced Excel skills and demonstrated experience handling and reconciling multiple data sources.
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- Reporting tools:



Hands-on experience with a business intelligence tool such as Power BI and experience working with CRM data.
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- Business judgement: Working understanding of customer health, adoption, churn or attrition risk, renewals and Customer Success operating models.
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- Communication: Ability to convert complex evidence into concise, defensible narratives and practical recommendations for business stakeholders.
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- Operating discipline: High attention to detail, source traceability, documentation quality and recurring delivery commitments.
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nPreferred / Nice to Have

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- Customer Success platforms: Experience with Gainsight or a comparable platform.
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- Data and automation: Exposure to Snowflake or other data-warehouse extracts, Power Query, SQL, scripting or workflow automation.
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- Relevant models: Experience developing health scores, early-warning models, renewal dashboards or executive account reviews.
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- Industry context: Experience in B2B enterprise software or industrial software.
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nWhat Success Looks Like

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- Reliable delivery: Account reviews, risk refreshes, reports and CRM narratives are accurate and completed against an agreed operating calendar.
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- Actionable insight: Account teams can understand the evidence, validate the context and act on the recommendations.
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- Data integrity: Material data gaps are visible and tracked rather than being misclassified as customer risk.
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- Scalability: Processes and controls are documented and progressively standardised or automated without reducing quality.
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nHow This Role Works

nThis role supports customers and internal stakeholders across multiple regions and requires effective collaboration in a globally distributed environment. The role enables account teams with structured insights or scaled engagement and does not replace commercial account ownership.

📌 Digital Customer Success Specialist, Insights & Renewal Intelligence (Noida)
🏢 aspen technology
📍 Noida