Hybrid Customer Success Analyst

SBS; West of England; Hybrid; GBP 35,000 - 52,000; 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 is seeking a Customer Success Analyst to act as the primary liaison for customer issues, coordinating with Product, Engineering, Support, and Customer Success teams to drive timely resolutions. You will translate complex information into clear customer updates and help improve service quality.

The role offers hybrid work with a minimum of 2 days in the office per week, and opportunities to influence customer outcomes through data-driven insights and collaboration across teams.

Qualifications

• Experience in a customer-focused role in software/SaaS environments.
• Strong problem-solving and analytical skills to investigate issues.
• Experience with incident or service request management processes.
• Ability to communicate technical information clearly to non-technical audiences.
• Strong customer engagement and expectation management.
• Excellent organizational skills and attention to detail.
• Experience using service management or ticketing tools (e.g., Jira, EasyVista).
• Nice to have knowledge of software testing, release validation, or regulatory industries.

Responsibilities

• Act as the primary point of contact for assigned customer issues, prioritizing and driving resolution.
• Engage with customers via meetings and written updates, managing expectations.
• Coordinate with Product, Engineering, Support, and Customer Success to resolve issues.
• Identify trends and risks, communicating them to internal teams.
• Maintain ticket records and governance in approved systems.
• Assist in testing and validation for fixes and releases.
• Support service improvement initiatives and customer health insights.
• Travel to customer sites as required.

Skills

Customer Success

Problem Solving

Communication

Organizational Skills

Multitasking

Tools

Jira

EasyVista

Job description

SBS is seeking a Customer Success Analyst to act as the primary liaison for customer issues, coordinating with Product, Engineering, Support, and Customer Success teams to drive timely resolutions. You will translate complex information into clear customer updates and help improve service quality.

The role offers hybrid work with a minimum of 2 days in the office per week, and opportunities to influence customer outcomes through data-driven insights and collaboration across teams.