Customer Success Analyst: Issue Resolver & Advocate

SBS; West of England; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Competitive pay

Job summary

SBS is seeking a Customer Success Analyst in Yate (Bristol area) for a hybrid role. You will be the primary contact for customer-raised issues, coordinating with Product, Engineering, and CS to investigate, triage, and resolve challenges while providing clear updates to customers.

The role emphasizes proactive communication, trend identification, and continuous service improvement. You will translate complex technical information into understandable updates, ensuring customer confidence.

Qualifications

• Experience in a customer support or customer success role, preferably SaaS/tech.
• Strong problem-solving and analytical skills for investigating issues and root causes.
• Experience with incident, defect, or service request management processes.
• Ability to explain technical information clearly to technical and non-technical audiences.
• Strong customer engagement and expectation management throughout issue lifecycles.

Responsibilities

• Act as primary point of contact for customer-raised issues and drive resolution.
• Engage with customers via meetings, calls, and written updates with timely communication.
• Triage and prioritize incidents, defects, and service requests per processes and SLAs.
• Coordinate with Product, Engineering, Support and CS to remove blockers and deliver fixes.
• Create and maintain clear customer-facing and internal documentation and knowledge bases.

Skills

Customer support

Problem solving

Incident management

Communication

Cross-functional collaboration

Jira

Ticketing tools

Tools

Jira

EasyVista

Job description

SBS is seeking a Customer Success Analyst in Yate (Bristol area) for a hybrid role. You will be the primary contact for customer-raised issues, coordinating with Product, Engineering, and CS to investigate, triage, and resolve challenges while providing clear updates to customers.

The role emphasizes proactive communication, trend identification, and continuous service improvement. You will translate complex technical information into understandable updates, ensuring customer confidence.