Customer Success Analyst

About the job

Client is a fast-growing AI-powered Source-to-Pay platform. With lightning-fast deployment, a new digital front door for everyone to converse with the information you need, and plug-and-play integration, client rapidly turns scattered, unmanaged spend into managed spend, which becomes actionable spend and ultimately, tangible savings. We're passionate about helping our customers succeed and are looking for a dedicated Customer Success Analyst to join our team and help drive user satisfaction, retention, and long-term growth. Role Overview As a Customer Success Analyst, you’ll be the part of the customer success team to help create knowledge base, FAQ’s, maintain customer relationship system, and successfully onboard new customers post-sale. Your mission is to ensure they derive maximum value from our product, achieve their desired outcomes, and have a seamless, positive experience. You’ll play a key role in onboarding, support, customer education, and renewal strategies. Key Responsibilities: • Act as a trusted advisor to customers, guiding them through onboarding, product adoption, and usage best practices. • Proactively manage customer relationships and develop strategies for engagement, retention, and satisfaction. • Build and maintain a scalable knowledge base, including FAQs, help guides, and tutorial content. • Create and execute customer success email campaigns (e.g., onboarding series, product updates, renewal reminders). • Monitor key customer health metrics and take action on churn risks or upsell opportunities. • Collaborate with Sales, Product, and Support teams to provide feedback and improve the customer experience. • Maintain accurate records of customer interactions and insights in HubSpot and other customer success platforms. Requirements: • Bachelor’s degree in business, Communications, Marketing, or related field. • 2+ years of experience in a Customer Success, Account Management, or Customer Support role at a SaaS company. • Demonstrated experience setting up and managing customer-facing knowledge bases and educational content. • Proven ability to craft engaging and strategic customer success emails and campaigns. • Strong verbal and written communication skills with a proactive, empathetic approach to customer engagement. • Experience with HubSpot CRM or similar tools is highly preferred. • Familiarity with customer success platforms (e.g., Intercom, Zendesk, Gainsight, or similar) is a plus. Will be working US Pacific Standard Time. What We Offer: • Competitive salary and performance-based bonuses. • Flexible work environment. • Professional development opportunities. • Health and wellness benefits. • A collaborative, mission-driven team.

Requirements

• Customer Success
• Account Management
• Customer Support

Qualifications

• Bachelor’s degree in business
• Communications
• Marketing or related field

Preferred Technologies

• Customer Success
• Account Management
• Customer Support

Benefits

• Competitive salary
• Performance-based bonuses
• Flexible work environment
• Professional development opportunities
• Health and wellness benefits

About the company

Diligente Technologies is a fast-growing AI-powered Source-to-Pay platform. With lightning-fast deployment, a new digital front door for everyone to converse with the information you need, and plug-and-play integration, client rapidly turns scattered, unmanaged spend into managed spend, which becomes actionable spend and ultimately, tangible savings. We're passionate about helping our customers succeed.