Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Customer Success Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office. You will help the team maintain a consistent and structured approach to handling investigations and incidents. Skills * Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment. * Strong analytical skills such as Google Workspace and Tableau. * Comfortable using Slack, Salesforce, Jira, and similar operational tools. * Ability to identify patterns in data and turn insights into actionable recommendations. * ITIL Foundation preferred. Responsibilities: * Support timely and consistent handling of incidents, investigations, and related case work. * Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process. * Perform root cause analysis and identify trends across incidents and recurring issues. * Provide analytical insights that help prioritise fixes and improvements. * Contribute to improvements that resolve issues more quickly. Benefits * Global company, long contract * Hybrid role * Free breakfast