Job Description
Our fantastic client, based in Castle Donington, are looking for a Customer Success Analyst to join their friendly team. You will play a vital role in understanding customer behaviour and driving strategies to enhance satisfaction, retention, and long-term value.
Circa £28,000 starting salary.
Permanent role.
Monday to Friday.
Career development and progression opportunities.
Customer Success Analyst - The Role:
1. Customer Account Ownership – Manage key customer accounts, reviewing sales and return data to identify issues and opportunities for improvement.
2. Data Analysis – Analyse customer data to identify trends, patterns, and KPIs related to customer behaviour, product adoption, sales performance, and returns.
3. Reporting – Produce timely reports, dashboards, and monthly presentation packs for key customers, highlighting risks, opportunities, and recommendations.
4. Insights & Strategy – Provide actionable insights to the Customer Experience Manager and collaborate with Sales, Marketing, and Operations teams to design customer-focused improvement initiatives.
5. Process Improvement – Identify root causes of recurring customer issues and recommend improvements to processes, policies, or product offerings.
6. Relationship Building – Act as a customer advocate internally, ensuring feedback is captured, shared, and acted upon to strengthen relationships and customer loyalty.
Customer Success Analyst - The Candidate:
7. Strong analytical skills with proven experience in data analysis and insight generation.
8. Advanced Excel skills (pivot tables, lookups, data modelling, dashboard creation).
9. Customer-focused mindset with the ability to identify and address customer needs.
10. Strong communication and presentation skills, with experience producing reports and presentation packs for senior stakeholders.
11. Proven ability to work cross-functionally and influence decision-making.
12. Commercial awareness with an understanding of sales cycles, returns, and customer success metrics.
13. Highly organised, detail-oriented, and capable of managing multiple priorities.
14. Experience with BI tools (e.g., Power BI, Tableau, or similar) would be beneficial.
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