Strategic Customer Success Analyst – Data & Reporting
Location: United States
Work Arrangement: 100% Remote
Travel: Occasional customer-site travel
Salary: $55,000–$70,000 per year
Industry: Technology / Background Screening
About the Role
An opportunity is available for a Strategic Customer Success Analyst to support high-value client accounts through data analysis, reporting and performance insights.
The role combines customer success, business intelligence and operational analysis, helping clients monitor programme performance, improve service delivery and identify opportunities for growth and optimisation.
Working closely with client representatives, account teams and internal stakeholders, the successful candidate will translate complex data into actionable insights, maintain strong client relationships and support ongoing service improvements.
Key Responsibilities
- Monitor service levels, customer satisfaction and account activity to identify risks and improvement opportunities.
- Develop and maintain reports and dashboards using Excel, Power BI, Salesforce and internal systems.
- Analyse data quality issues and recommend corrective actions to maintain data integrity.
- Collaborate with cross-functional teams to support new solutions and provide technical assistance.
- Prepare and present analytical insights for Quarterly Business Reviews and client-specific reporting.
- Support data integration processes, including data extraction, transformation and loading (ETL).
- Build and maintain relationships with client account representatives and internal stakeholders.
- Conduct root cause analysis to identify service trends and optimisation opportunities.
- Develop and maintain client-specific SOPs, workflows and process documentation.
- Escalate and coordinate the resolution of operational, technical and billing issues.
- Test product enhancements and new features to support successful client implementations.
- Monitor service tickets and ensure timely resolution within agreed service levels.
- Verify billing accuracy, investigate discrepancies and recommend corrective actions.
- Track account trends and prepare insights for regular business reviews.
- Gather customer feedback and recommend improvements to products and services.
- Develop training materials, job aids and process guidance for internal teams and customers.
- Manage customer escalations and support overall account retention and satisfaction.
Requirements
- High school diploma or GED equivalent.
- At least 4 years of experience in customer support, data analytics or a related field.
- 2–4 years of experience in an analytics or reporting-focused role.
- Strong experience in data analysis, reporting and customer success.
- Advanced proficiency in Microsoft Excel, Microsoft Teams and Salesforce CRM.
- Familiarity with business intelligence and data visualisation tools.
- Excellent written and verbal communication skills, including the ability to present complex information clearly.
- Strong organisational and project management skills.
- Ability to manage multiple priorities in a fast-paced, cross-functional environment.
- Strong problem-solving skills and attention to detail.
Additional Information
- Fully remote position within the United States.
- Occasional travel to customer locations may be required.
- Annual base salary of $55,000–$70,000, depending on experience and relevant skills.
- Benefits include medical, dental and vision coverage, 401(k) with employer match, employee stock purchase plan, paid time off and nine paid company holidays.