Customer Success Analyst London Fulltime

We are seeking a proactive and customer-focused Customer Success Analyst (CSA) to lead the onboarding journey for our B2B software clients. This role is critical to ensuring a smooth transition for new customers, setting them up for long-term success by delivering exceptional onboarding experiences, and fostering strong relationships. The ideal candidate is passionate about customer satisfaction, has a keen understanding of SaaS solutions, and excels in project management and stakeholder communication.

• Serve as the primary point of contact during the onboarding phase, guiding customers through implementation and initial platform adoption.
• Develop and execute tailored onboarding plans to meet customer-specific needs and objectives, ensuring a seamless integration of the software.
• Train and educate customers on product functionality, best practices, and use cases to maximize their value from the software.

• Collaborate with internal teams (sales, product, and support) to ensure all customer requirements are captured and executed efficiently.
• Monitor onboarding milestones, manage timelines, and proactively address any challenges or delays.
• Maintain clear documentation of the onboarding process, including progress reports and feedback loops.

• Build strong relationships with key customer stakeholders, ensuring alignment with their goals and priorities.
• Act as a trusted advisor to customers, helping them navigate challenges and driving engagement with the product.
• Regularly gather feedback to improve the onboarding experience and inform product enhancements.

• Work closely with the product and engineering teams to communicate customer needs and advocate for feature requests.
• Partner with the sales and account management teams to ensure a smooth handoff and alignment on customer goals.
• Share insights and best practices with the broader customer success team to drive consistent experiences.

• Proven track record of working in customer-facing roles.
• Strong project management skills with the ability to manage multiple onboarding projects simultaneously.
• Excellent interpersonal and communication skills, with a focus on building lasting relationships.

• Familiarity with HR, payroll, or other enterprise management software.
• Experience working with tools like CRM systems (e.g., Salesforce), customer success platforms (e.g., Gainsight), and project management tools (e.g., Asana, Trello).
• Knowledge of customer success metrics such as time-to-value (TTV) and Net Promoter Score (NPS).

• A collaborative, mission-driven culture where your contributions will make a real impact.
• Opportunities for professional growth and development.
• Competitive salary and benefits package, including remote work flexibility.

If you're passionate about driving customer success and thrive in a dynamic environment, we'd love to hear from you. Join us in helping businesses achieve their goals through seamless onboarding and outstanding support.