Customer Success Analyst - CRM

EF Recruitment; City Of London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading SaaS organization is seeking an experienced Customer Success Analyst for a 12-month contract based in Central London. This hybrid role requires 2-3 days a week in the office and focuses on maintaining a structured approach to incident management and investigations. Candidates should have strong analytical skills, with experience using tools such as Google Workspace and Tableau, as well as a knack for identifying data patterns. The position offers long-term benefits, including free breakfasts and a global work environment.

Benefits

Global company

Long contract

Hybrid role

Free breakfast

Qualifications

• Experience in incident management, investigations, or an analytical role in a service environment.
• Strong analytical skills with a proficiency in tools like Google Workspace and Tableau.
• Ability to identify patterns in data and provide actionable insights.

Responsibilities

• Support timely handling of incidents and investigations.
• Ensure cases are triaged and progressed effectively.
• Perform root cause analysis and identify trends.

Skills

Incident management

Analytical skills

Google Workspace

Tableau

Slack

Salesforce

Jira

ITIL Foundation

Job description

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