Customer Success Analyst/Associate

TAKT; Reston (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Takt is seeking a Customer Success Analyst to join our Reston-based team to support customers after implementation and go-live. You will work with Customer Success Managers to drive adoption, monitor health, and ensure long-term value realization from the Takt platform.

The role involves collaboration across CS, Implementation, Product, Support, and Account Management, with up to 20-30% travel to support enterprise customers and scaled growth accounts.

Qualifications

• BA/BS degree or equivalent experience.
• 0-3 years in Customer Success, Account Management, Operations, Consulting, Project Coordination, or related roles.
• Strong organizational and time management skills.
• Excellent written and verbal communication abilities.
• Analytical mindset with ability to interpret data and identify trends.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfort working with both customer-facing and internal stakeholders.
• Eagerness to learn customer success methodologies and SaaS best practices.

Responsibilities

• Help manage post-go-live customer relationships alongside Customer Success Managers.
• Serve as a day-to-day resource for customer questions and follow-up actions.
• Maintain relationships with operational and technical stakeholders.
• Ensure customers receive a consistent, high-quality experience throughout their lifecycle.
• Support creation and maintenance of account charters, success plans, and documentation.
• Assist customers with adoption initiatives and enablement activities.
• Monitor platform usage, engagement, and metrics to identify trends.
• Track customer goals, milestones, and outcomes to measure success.
• Monitor customer health indicators and help identify risks.
• Maintain account records, action plans, and success tracking in internal systems.
• Support customer outreach campaigns and engagement initiatives.
• Prepare customer-facing materials, presentations, and reporting.
• Assist with executing customer maturity and adoption programs.
• Coordinate training activities and Train-the-Trainer initiatives.
• Support rollout of new platform features and best practices.
• Help customers understand operational use cases.
• Collaborate with CS, Implementation, Product, Support, and Account Management teams.
• Participate in customer handoffs and internal reviews.
• Escalate issues and coordinate follow-ups with relevant teams.
• Provide feedback to improve customer experience, adoption, and retention.

Skills

Organizational skills

Time management

Communication (written and verbal)

Analytical mindset

Stakeholder management

Education

BA/BS degree or equivalent experience

Tools

HubSpot

Zendesk

Linear

Gainsight

Salesforce

Job description

Description

Takt builds software that enables some of the world’s largest warehouse, distribution, and logistics organizations to create highly engaged and efficient teams. We empower operators at every level to improve performance, drive profitability, and grow their careers. In both our products and our people, we aim to reflect, represent, and advocate for warehouse and logistics teams globally.

We are seeking a Customer Success Analyst to join Takt’s Customer Success organization and support customers throughout their post-implementation journey, helping drive adoption, engagement, and long-term value realization.

This role begins after implementation and go-live, partnering closely with the Implementation team during customer handoff and hypercare, and supporting ongoing customer success initiatives. The Customer Success Analyst works closely with Customer Success Managers to monitor customer health, support adoption programs, and ensure customers are realizing value from the Takt platform.

This role is designed to support both scaled growth accounts and long-term strategic customers, depending on assignment and team needs.

This role is located in our Reston, VA office and may require up to 20-30% travel.

What You’ll Be Doing

Support Ongoing Customer Success

• Support Customer Success Managers in managing post-go-live customer relationships
• Serve as a day-to-day resource for customer questions, requests, and follow-up actions
• Help maintain strong relationships with operational and technical stakeholders
• Assist in ensuring customers receive a consistent, high-quality experience throughout their lifecycle

Drive Adoption & Customer Engagement

• Support the creation and maintenance of account charters, success plans, and customer documentation
• Assist customers with adoption initiatives and enablement activities
• Monitor platform usage, engagement, and performance metrics to identify trends and opportunities
• Track customer goals, milestones, and outcomes to help measure success

Customer Health & Success Operations

• Monitor customer health indicators and assist with identifying potential risks
• Maintain account records, action plans, and success tracking within internal systems
• Support customer outreach campaigns, adoption programs, and engagement initiatives
• Help prepare customer-facing materials, presentations, and reporting

Support Customer Maturity Programs

• Assist with executing customer maturity and adoption programs using established playbooks
• Coordinate training activities and Train-the-Trainer initiatives
• Support rollout and communication of new platform features and capabilities
• Help customers understand best practices and operational use cases

Cross-Functional Collaboration

• Partner closely with Customer Success, Implementation, Product, Support, and Account Management teams
• Participate in customer handoffs and internal account reviews
• Escalate customer issues and coordinate follow-up actions with appropriate teams
• Provide feedback and Insights to improve customer experience, adoption, and retention efforts

What You Should Have

• BA/BS degree or equivalent experience
• 0-3 years of experience in Customer Success, Account Management, Operations, Consulting, Project Coordination, or related roles
• Strong organizational and time management skills
• Excellent written and verbal communication abilities
• Analytical mindset with the ability to interpret data and identify trends
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Comfort working with both customer-facing and internal stakeholders
• Eagerness to learn customer success methodologies and SaaS best practices

Nice to Have

• Experience in supply chain, logistics, warehousing, manufacturing, or workforce management environments
• Familiarity with customer success concepts, adoption programs, or account health monitoring
• Experience working with SaaS software platforms
• Exposure to customer-facing reporting, dashboards, or business reviews
• Familiarity with HubSpot, Zendesk, Linear, Gainsight, Salesforce, or similar platforms
• Experience supporting enterprise or multi-site customers

How Success Is Measured

• Customer engagement and adoption metrics
• Accuracy and completeness of customer success data and reporting
• Timely completion of customer follow-up actions and deliverables
• Customer satisfaction and responsiveness
• Contribution to account health monitoring and risk identification
• Effectiveness of collaboration with Customer Success Managers and cross-functional teams

Our Commitment to Inclusion

Ensuring a diverse and inclusive workplace where we learn from each other is core to Takt’s values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and supportive place to work. Takt will ensure that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other benefits of employment.

Please note that visa sponsorship is not available for this position.

Compensation

A portion of total compensation is variable and intended to reward individual and company performance, including customer adoption, retention, and long-term value realization outcomes.