Customer Success Analyst

• Support Customer Success Managers in managing customer relationships and ongoing account activities.
• Build positive working relationships with customer stakeholders and act as a trusted partner throughout their journey with Sodales.
• Assist in developing and executing customer success plans aligned with customer goals and business objectives.
• Monitor customer health, product usage, and engagement metrics to identify adoption opportunities and potential risks.
• Conduct regular customer check-ins and follow-up activities to support successful product adoption.
• Collaborate with Product, Solution Advisory, Sales, Delivery, and Support teams to ensure a seamless customer experience.
• Gather, document, and communicate customer feedback to internal stakeholders.
• Help track customer satisfaction, retention, and adoption metrics across assigned accounts.
• Support onboarding activities, customer training sessions, and enablement initiatives.
• Assist customers with best practices and guidance regarding product functionality and usage.
• Escalate customer concerns, risks, and issues appropriately to senior team members.
• Participate in customer business reviews and account planning activities.
• Assist in managing customer requests, enhancement submissions, and technical change requests.
• Contribute to the development of customer-facing documentation, training materials, and knowledge base content.
• Maintain accurate customer records and activities within internal systems.
• Continuously develop knowledge of Sodales products, customer use cases, and the industries we serve.
• Participate in company initiatives and contribute to the ongoing improvement of customer success processes.

Requirements and Qualifications

• Bachelor's degree in Business, Communications, Human Resources, Information Systems, or a related field.
• 1–3 years of experience in Customer Success, Account Management, Customer Support, Business Analysis, or a customer-facing role.
• Relevant co-op, internship, or SaaS experience will be considered an asset.
• Strong written, verbal, and interpersonal communication skills.
• Excellent relationship-building and customer service abilities.
• Strong organizational skills with the ability to manage multiple priorities.
• Analytical mindset with the ability to interpret data and identify trends.
• Comfortable learning technical concepts and discussing product functionality with customers.
• Experience working with CRM systems or customer management tools is considered an asset.
• Familiarity with SaaS products and subscription-based business models.
• Experience in the EHS space is considered an asset.
• Curiosity and willingness to learn about the industries, products, and customers served by Sodales.
• Ability to work collaboratively across multiple teams in a fast-paced environment.