Customer Success Analyst: Tech Issue Resolver (Hybrid)

SBS; West of England; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Competitive pay

Global culture perks

Job summary

SBS in Yate, Bristol is seeking a Customer Success Analyst to support clients, manage issues, and coordinate with Product, Engineering, Support, and Customer Success teams.

You will translate technical details into clear updates, monitor trends, and help improve service quality while building strong customer relationships. Hybrid role with 2 days in the office weekly; travel may be required.

Qualifications

• Experience in a customer support, customer success, service delivery, business analysis, or client-facing role within software/SaaS.
• Strong problem-solving and analytical skills to investigate issues and identify root causes.
• Experience with incident/defect/service request management processes in a structured environment.
• Ability to translate technical information into clear, customer-friendly updates.
• Strong customer engagement skills and capability to manage expectations across lifecycles.
• Excellent organizational skills and ability to coordinate across teams.

Responsibilities

• Act as the primary point of contact for assigned customer-raised issues and drive resolution.
• Engage with customers via meetings, calls, and written updates, managing expectations.
• Assess incidents, defects, service requests and prioritize/reroute according to SLAs.
• Conduct initial investigations and coordinate with technical teams for root cause.
• Work with Product, Engineering, Support, and Customer Success to unblock issues.
• Champion the voice of the customer to delivery and development teams.

Skills

Customer support experience

Problem-solving

Incident management

Clear communication

Organization & multi-tasking

Cross-functional collaboration

Jira / ticketing tools

Tools

Jira

EasyVista

Job description

SBS in Yate, Bristol is seeking a Customer Success Analyst to support clients, manage issues, and coordinate with Product, Engineering, Support, and Customer Success teams.

You will translate technical details into clear updates, monitor trends, and help improve service quality while building strong customer relationships. Hybrid role with 2 days in the office weekly; travel may be required.