Customer Experience Analyst

Enable Strategic Customer Engagement Develop Business Review (BR) materials and executive-ready insights that help CSMs articulate customer outcomes. Build standardized frameworks and assets that help CSMs consistently communicate customer value. Support digital Customer Success initiatives that enable the organization to engage customers at scale via AI and customer success technologies Assist in developing automated lifecycle programs that drive onboarding success, product adoption, and renewal readiness. Contribute to scalable playbooks that guide customers toward faster value realization. Improve Efficiency Through Automation Build repeatable processes that improve how customer insights and value reporting are generated and delivered. Develop AI autonomous agents to scale the repeatable processes to increase the customer touchpoints per customer success manager Manager, Digital Customer Success (India) Lead and Develop the Digital Customer Success Function Build, manage, and develop a team of Digital Customer Success Managers Establish clear goals, performance expectations, and development plans for team members Foster a culture of analytical rigor, operational excellence, and customer-centric thinking Ensure alignment with global Customer Success priorities and regional leadership Ensure the team consistently surfaces: Adoption gaps, Risk signals, Expansion opportunities Enable Strategic Customer Engagement Establish frameworks and quality standards for Business Reviews (BRs) and executive materials Ensure consistent delivery of data-driven narratives that demonstrate: ROI, Adoption progress, Business outcomes Develop scalable assets and templates that elevate how CSMs communicate value globally Ensure digital programs are aligned to customer segments and business priorities Improve customer health scoring models 3-6 years of experience in Customer Success, Customer Operations, SaaS analytics, consulting, or business intelligence. Strong analytical skills with experience interpreting product usage data and customer engagement metrics. Experience building presentations, reports, or executive-ready insights from complex data sets. Familiarity with Customer Success and CRM platforms (Salesforce, Gainsight or similar). Advanced proficiency in Excel and PowerPoint. Strong written communication skills and ability to present insights clearly in English. Experience working with global teams across multiple time zones. Experience in a SaaS or cloud software company. Familiarity with customer health scoring, retention metrics, and adoption analytics. Experience supporting digital customer success or scaled engagement programs. Experience with AI tools and technology to help scale operational procedures and outcomes Exposure AI automation tools, analytics platforms, or customer engagement technologies. Act as a key partner to North America Customer Success leaders Collaborate with: CX Operations, CX Intelligence, Product, Sales & Renewals Ensure alignment between digital initiatives and broader customer success strategy 6-10 years of experience in Customer Success, Customer Operations, SaaS analytics, consulting, or business intelligence 2+ years of people management experience Strong analytical skills with experience interpreting product usage and customer engagement data Proven ability to translate complex data into clear, actionable insights Experience working with Customer Success platforms (e.g., Salesforce, Gainsight) Advanced proficiency in Excel and PowerPoint Strong communication skills with the ability to influence global stakeholders Experience working across global teams and time zones Experience in a SaaS or cloud software company Experience leading or supporting digital / scaled Customer Success programs Familiarity with customer health scoring, retention metrics, and adoption analytics Experience with AI, automation tools, or customer engagement technologies Experience building or leading offshore/India-based teams supporting global functions