Customer Success Analyst

• Support Customer Success Managers in managing customer relationships and ongoing account activities.
• Build positive working relationships with customer stakeholders and act as a trusted partner throughout their journey with Sodales.
• Assist in developing and executing customer success plans aligned with customer goals and business objectives.
• Monitor customer health product usage and engagement metrics to identify adoption opportunities and potential risks.
• Conduct regular customer check-ins and follow-up activities to support successful product adoption.
• Collaborate with Product Solution Advisory Sales Delivery and Support teams to ensure a seamless customer experience.
• Gather document and communicate customer feedback to internal stakeholders.
• Help track customer satisfaction retention and adoption metrics across assigned accounts.
• Support onboarding activities customer training sessions and enablement initiatives.
• Assist customers with best practices and guidance regarding product functionality and usage.
• Escalate customer concerns risks and issues appropriately to senior team members.
• Participate in customer business reviews and account planning activities.
• Assist in managing customer requests enhancement submissions and technical change requests.
• Contribute to the development of customer-facing documentation training materials and knowledge base content.
• Maintain accurate customer records and activities within internal systems.
• Continuously develop knowledge of Sodales products customer use cases and the industries we serve.
• Participate in company initiatives and contribute to the ongoing improvement of customer success processes.

Requirements and Qualifications

• Bachelors degree in Business Communications Human Resources Information Systems or a related field.
• 13 years of experience in Customer Success Account Management Customer Support Business Analysis or a customer-facing role.
• Relevant co-op internship or SaaS experience will be considered an asset.
• Strong written verbal and interpersonal communication skills.
• Excellent relationship-building and customer service abilities.
• Strong organizational skills with the ability to manage multiple priorities.
• Analytical mindset with the ability to interpret data and identify trends.
• Comfortable learning technical concepts and discussing product functionality with customers.
• Experience working with CRM systems or customer management tools is considered an asset.
• Familiarity with SaaS products and subscription-based business models.
• Experience in the EHS space is considered an asset.
• Curiosity and willingness to learn about the industries products and customers served by Sodales.
• Ability to work collaboratively across multiple teams in a fast-paced environment.

Required Experience:

Manager