Senior Customer Success Analyst

Centric Software; New York (NY); Remote; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Job summary

Centric Software is seeking a Senior Customer Success Analyst to support global clients in adopting and maximizing value from our platform. You will own account strategy, usage analysis, onboarding, and QBRs to drive retention and growth.

The role emphasizes analytics, KPI tracking, health scoring, and scalable processes for onboarding, training, and client enablement, leveraging Salesforce, Mixpanel, Intercom, and HubSpot. Remote in North America with competitive salary and benefits.

Qualifications

• Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field.
• 3–5+ years of experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments.
• Experience in fashion or retail industry is a must.
• Startup or high-growth company experience is a plus.
• Strong analytical mindset; proven ability to work with usage data, KPIs, and behavior metrics.
• Experience with CRM/analytics tools like Salesforce, HubSpot, Mixpanel, Intercom, Microsoft Office.

Responsibilities

• Own strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning.
• Monitor platform usage and trends; identify low engagement or churn risk and apply targeted engagement strategies.
• Deliver onboarding and training sessions, and prepare QBR materials with KPI analyses.
• Build strong relationships with client stakeholders and act as a strategic advisor.
• Own monthly reporting on user behavior, adoption trends, and platform KPIs with dashboards and documentation.
• Analyze drivers of churn and develop a client health score model.

Skills

Customer success

Analytics

Communication

Cross-functional collaboration

Time management

Education

Bachelor’s degree

Tools

Salesforce

HubSpot

Mixpanel

Intercom

Microsoft Office

Job description

About Centric Software:Centric Software is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.Job Title: Senior Customer Success AnalystLocation: Remote in North AmericaReports To: VP of Customer SuccessDepartment: Client Success & Business IntelligenceCompany/Business Unit: Centric Market IntelligenceOverviewCentric Market Intelligence (CMI), a division of Centric Software, is looking for a data-driven, proactive, and strategic Senior Customer Success Analyst to support our global clients in achieving measurable success through our platform. This role sits at the intersection of analytics, client strategy, and operational excellence—helping drive adoption, retention, and growth through insight, process improvement, and hands-on client collaboration.Key ResponsibilitiesClient Engagement & Account SupportAccount Support & StrategyOwn strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning to ensure long-term retention and satisfaction.User Engagement & AdoptionMonitor platform usage and behavioral trends using analytics tools. Identify areas of low engagement or churn risk and proactively implement targeted user engagement strategies.Onboarding & TrainingDeliver both virtual and in-person training sessions, onboarding new users, and ensuring clients are well-equipped to derive value from the platform.Quarterly Business Reviews (QBRs)Support & prepare comprehensive materials for QBRs and other key check-in meetings, including analysis of client KPIs, usage benchmarks, and ROI discussions.Client Relationship ManagementBuild strong, trust-based relationships with client stakeholders, positioning yourself as a strategic advisor and product expert.Analytics, Reporting & Process OptimizationReporting & DashboardingOwn monthly reporting on user behavior, adoption trends, and platform KPIs. Develop and maintain trackers, dashboards, and documentation to support internal and external stakeholders.Churn & Health AnalysisAnalyze drivers of client churn and develop a client health score model to improve forecasting and proactive engagement strategies.CS Metrics OwnershipTrack and report on KPIs tied to account growth, revenue expansion, platform adoption, and client lifetime value. Present findings and insights to the Director/VP.Operational EfficiencyCreate repeatable processes and scalable workflows for QBR preparation, help desk reporting, client documentation, and other data-intensive tasks.Initiative OwnershipLead specific client initiatives and maintain weekly status reports. Track progress and outcomes, ensuring alignment with CS goals.Cross-Functional CollaborationProduct PartnershipCollaborate with the Product team to enhance client-facing reporting tools (e.g., admin dashboards), incorporating client feedback and usage insights.Sales & Growth EnablementPartner with the Sales team on expansion strategy, footprint growth, and sales-CS handoffs. Develop a standardized sales-to-CS transition process.Escalation & Conflict ResolutionAct as a point of escalation for complex client issues. Propose solutions and drive resolution by coordinating cross-functional teams as needed.Customer AdvocacyRepresent the voice of the customer internally—sharing feedback, raising feature requests, and influencing the roadmap.Special Projects & InnovationImpact Analysis & Customer EnablementEvaluate the effectiveness of Customer Success interventions—such as onboarding, training, and live workshops—on client KPIs and satisfaction.Software & Tool DevelopmentLead the enhancement of internal and client-facing training tools (e.g., guide.stylesage.co, video tutorial workshops, onboarding modules).Strategic Insights, Comms & MarketingIdentify high-level trends across the client base, develop recommendations to address recurring issues, and help prevent systemic challenges.QualificationsBachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field3-5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environmentsPrior experience in fashion or retail industry is a mustStartup or high-growth company experience is a plusStrong analytical mindset; proven ability to work with usage data, KPIs, and behavior metricsExperience with tools such as Salesforce, Hubspot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platformsStrong communication and interpersonal skills with the ability to work cross-functionallyDetail-oriented with excellent organizational, time management, and documentation skillsComfortable managing multiple projects and priorities simultaneouslySelf-motivated and proactive with a passion for delivering an exceptional customer experienceWhy Join Us?Centric Market Intelligence is reshaping the way fashion and retail brands leverage data to stay ahead of market trends. As a Senior Customer Success Analyst, you will play a key role in empowering our clients to unlock the full value of our solutions while contributing to the evolution of our Customer Success organization.Compensation and BenefitsThe anticipated base salary range for this position is $70,000 - $75,000. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.This position may also be eligible for a bonus of $5,000. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.