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About the Role
Centric Market Intelligence (CMI) is seeking a data-driven Senior Customer Success Analyst to support global clients in achieving measurable success through our platform. This role combines analytics, client strategy, and operational excellence to drive adoption, retention, and growth.
Responsibilities
- Own strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning.
- Monitor platform usage and identify areas of low engagement or churn risk, implementing targeted user engagement strategies.
- Deliver virtual and in-person training sessions and onboard new users.
- Support and prepare comprehensive materials for Quarterly Business Reviews (QBRs), including analysis of client KPIs, usage benchmarks, and ROI discussions.
- Build strong, trust-based relationships with client stakeholders, acting as a strategic advisor and product expert.
- Own monthly reporting on user behavior, adoption trends, and platform KPIs.
- Develop and maintain trackers, dashboards, and documentation for internal and external stakeholders.
- Analyze drivers of client churn and develop a client health score model.
- Track and report on KPIs tied to account growth, revenue expansion, platform adoption, and client lifetime value.
- Create repeatable processes and scalable workflows for QBR preparation, help desk reporting, and client documentation.
- Lead specific client initiatives and maintain weekly status reports.
- Collaborate with the Product team to enhance client-facing reporting tools.
- Partner with the Sales team on expansion strategy, footprint growth, and sales-CS handoffs.
- Develop a standardized sales-to-CS transition process.
- Act as a point of escalation for complex client issues and drive resolution.
- Represent the voice of the customer internally, sharing feedback and influencing the roadmap.
- Evaluate the effectiveness of Customer Success interventions on client KPIs and satisfaction.
- Lead the enhancement of internal and client-facing training tools.
- Identify high-level trends across the client base and develop recommendations.
Requirements
- Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field.
- 3-5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments.
- Prior experience in fashion or retail industry is a must.
- Startup or high-growth company experience is a plus.
- Strong analytical mindset; proven ability to work with usage data, KPIs, and behavior metrics.
- Experience with tools such as Salesforce, Hubspot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platforms.
- Strong communication and interpersonal skills with the ability to work cross-functionally.
- Detail-oriented with excellent organizational, time management, and documentation skills.
- Comfortable managing multiple projects and priorities simultaneously.
- Self-motivated and proactive with a passion for delivering an exceptional customer experience.
Skills
- Data Analysis
- Client Relationship Management
- Reporting
- Dashboarding
- Process Optimization
- Cross-Functional Collaboration
- Customer Advocacy
- Strategic Planning
- User Engagement Strategies
- Onboarding
- Training
- Salesforce
- Hubspot
- Mixpanel
- Intercom
- Microsoft Office
Location
- Remote in North America
Work Type
- Remote
- Full-time
Experience Level
- Senior
- 3-5+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $70,000 - $75,000
- $5,000 bonus
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
About the Company
- Centric Software® is a global leader providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands, and manufacturers.
- We equip retail, fashion, luxury, footwear, outdoor, home, and consumer goods brands with pioneering solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell, and replenish products.
- Our technology streamlines processes, drives efficiency, and enables confident operation in a changing market.
- Centric Market Intelligence (CMI) is reshaping how fashion and retail brands leverage data to stay ahead of market trends.
Equal Opportunity
- Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.