Customer Success Analyst

Octa Byte AI Pvt Ltd; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Health insurance

Daily office meals

Wellness benefits

Job summary

Octa Byte AI Pvt Ltd is seeking a Customer Success Analyst in Bengaluru to champion post-sales client journey, drive onboarding, and maximize value from AI-powered financial tools.

You will manage onboarding, train users, monitor health metrics, and engage with institutional clients to ensure continued value and satisfaction.

Qualifications

• 1-3 years of experience in Customer Success, Account Management, Client Services, or high-touch support.
• Experience in FinTech, SaaS, or BFSI is preferred.

Responsibilities

• Build deep, trusting relationships with institutional clients.
• Lead onboarding, training, and user enablement for new clients.
• Run regular check-ins and quarterly business reviews to maintain engagement.
• Monitor usage, adoption, and satisfaction metrics to address risks and opportunities.
• Capture and relay client feedback to Product, Sales and Leadership teams.
• Log, triage, and coordinate timely resolutions for client issues.
• Help document and improve customer success playbooks and FAQs.

Skills

Customer success

Account management

CRM platforms

Communication

Empathy

Education

Engineering degree

Tools

Salesforce

HubSpot

Zendesk

Freshdesk

JIRA

Job description

About the Role

Are you sharp, people-first, and passionate about the intersection of finance and technology? We're looking for an energetic Customer Success Analyst to be the front-line champion and trusted advisor for our institutional and investor clients.

In this role, you won't be writing code or debugging backend architecture. Your superpower is customer empathy, relationship management, and proactive account strategy. You'll lead the post-sales customer journey by guiding client onboarding, driving daily product adoption, managing account health, and ensuring our institutional users get maximum value out of 8byte's AI-powered financial tools.

What You'll Do

Client Relationship Management

• Build deep, trusting relationships with institutional clients.
• Serve as the primary point of contact and go-to partner for all non-engineering operational needs.
• Understand client requirements and proactively support their ongoing success with the product.

Seamless Onboarding & Training

• Lead interactive product walkthroughs, training sessions, and user enablement.
• Help new clients understand the product and become confident users.
• Support clients throughout the onboarding process to ensure a smooth transition and strong product adoption.

Proactive Engagement & Check-ins

• Run regular account check-ins and quarterly business reviews to maintain strong client engagement.
• Celebrate client wins and identify potential roadblocks early.
• Proactively engage with customers to understand their needs and ensure continued value from the product.

Customer Health Tracking & Data Analysis

• Monitor client usage patterns, feature adoption rates, and satisfaction metrics.
• Use customer data and engagement trends to identify potential expansion opportunities or churn risks.
• Maintain visibility into overall account health and proactively address areas of concern.

Voice of the Customer

• Capture and synthesize client feedback, feature requests, and pain points.
• Champion the customer's perspective and communicate relevant insights to the Product, Sales, and Leadership teams.
• Help ensure customer feedback is effectively communicated across internal teams.

First-Line Issue Resolution

• Receive, log, and triage client queries and operational issues.
• Work closely with internal teams to coordinate timely and effective resolutions.
• Maintain clear and transparent communication with clients throughout the resolution process.

CS Playbook & Documentation

• Help document, standardize, and improve Customer Success playbooks and FAQs.
• Contribute to building scalable processes and documentation as our client roster grows.

What You'll Bring

Experience

• 1-3 years of experience in Customer Success, Account Management, Client Services, or high-touch Customer Support.
• Experience in FinTech, SaaS, or BFSI is preferred.

FinTech & Financial Literacy

• Sound understanding of financial workflows, investment tools, or lending processes.
• Ability to understand and communicate effectively with institutional clients in a financial services environment.

Tool Skills

• Hands-on experience with CRM platforms such as Salesforce or HubSpot.
• Experience with support ticketing systems such as Zendesk, Freshdesk, or JIRA.

Communication & Empathy

• Excellent verbal and written communication skills.
• Ability to navigate complex client conversations with professionalism, empathy, and clarity.
• Strong customer-first approach and relationship management skills.

Problem-Solving & Ownership

• Proactive, can-do mindset with strong problem-solving abilities.
• High level of ownership and accountability.
• Ability to work effectively in a fast-paced, high-growth startup environment.

Education

• Bachelor's degree in Engineering (B.Tech / B.E.) or a related technical field.

What You'll Get

Compensation & Equity

• Competitive fixed salary paired with meaningful ESOPs (Stock Options).

Perks & Culture

• Comprehensive health insurance.
• Wellness benefits.
• Daily office meals.

High Growth & Mentorship

• Direct visibility with founding leadership.
• An unmatched learning curve in the AI/BFSI ecosystem.

Impact

• Direct ownership over client happiness and product adoption in a high-value sector.
• The opportunity to work at the intersection of AI, financial technology, and institutional finance.