Senior Customer Success Analyst

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

Job summary

Centric Software is seeking a Senior Customer Success Analyst to partner with a portfolio of global clients from our Centric Market Intelligence division. You will drive adoption, retention, and growth through analytics, client strategy, and hands-on collaboration across teams.

Qualifications include a Bachelor’s degree and 3–5+ years in customer success or SaaS, with experience in fashion/retail. The role supports remote work across North America and reports to the VP of Customer Success.

Qualifications

• Bachelor's degree in Business, Marketing, Merchandising, Data Analytics, or related field.
• 3–5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments.
• Prior experience in fashion or retail industry is a must.
• Startup or high-growth company experience is a plus.
• Strong analytical mindset with ability to work with usage data and KPIs.

Responsibilities

• Own strategic support for a portfolio of client accounts, overseeing communications, usage analysis, and success planning for retention.
• Monitor platform usage and trends; identify low engagement or churn risk and apply engagement strategies.
• Deliver onboarding and training sessions, virtual and in-person, to maximize value.
• Prepare materials for QBRs and key stakeholder meetings with KPI analysis and ROI discussions.
• Build trusted client relationships as a strategic advisor and product expert.
• Own monthly reporting on user behavior, adoption, and platform KPIs; maintain dashboards and docs.

Skills

Analytical mindset

Strong communication

Cross-functional collaboration

Time management

Detail-oriented

Self-motivated

Education

Bachelor's degree in Business, Marketing, Merchandising, Data Analytics, or related field

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 solutionsto 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 Analyst

Location: Remote in North America

Reports To: VP of Customer Success

Department: Client Success & Business Intelligence

Company/Business Unit: Centric Market Intelligence

Overview

Centric 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 Responsibilities

• Client Engagement & Account Support Own 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 & Adoption Monitor platform usage and behavioral trends using analytics tools. Identify areas of low engagement or churn risk and proactively implement targeted user engagement strategies.
• Onboarding & Training Deliver 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 Management Build strong, trust‑based relationships with client stakeholders, positioning yourself as a strategic advisor and product expert.
• Analytics, Reporting & Process Optimization Reporting & Dashboarding Own 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 Analysis Analyze drivers of client churn and develop a client health score model to improve forecasting and proactive engagement strategies.
• CS Metrics Ownership Track 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 Efficiency Create repeatable processes and scalable workflows for QBR preparation, help desk reporting, client documentation, and other data‑intensive tasks. Initiative Ownership Lead specific client initiatives and maintain weekly status reports. Track progress and outcomes, ensuring alignment with CS goals.
• Cross‑Functional Collaboration
  • Product Partnership Collaborate with the Product team to enhance client‑facing reporting tools (e.g., admin dashboards), incorporating client feedback and usage insights.
  • Sales & Growth Enablement Partner with the Sales team on expansion strategy, footprint growth, and sales‑CS handoffs. Develop a standardized sales‑to‑CS transition process.
• Escalation & Conflict Resolution Act as a point of escalation for complex client issues. Propose solutions and drive resolution by coordinating cross‑functional teams as needed.
• Customer Advocacy Represent the voice of the customer internally—sharing feedback, raising feature requests, and influencing the roadmap.
• Special Projects & Innovation Impact Analysis & Customer Enablement Evaluate the effectiveness of Customer Success interventions—such as onboarding, training, and live workshops—on client KPIs and satisfaction. Software & Tool Development Lead the enhancement of internal and client‑facing training tools (e.g., guide.stylesage.co, video tutorial workshops, onboarding modules). Strategic Insights, Comms & Marketing Identify high‑level trends across the client base, develop recommendations to address recurring issues, and help prevent systemic challenges.

Qualifications

• Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field
• 3‑5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments
• Prior 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 tools such as Salesforce, Hubspot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platforms
• Strong communication and interpersonal skills with the ability to work cross‑functionally
• Detail‑oriented with excellent organizational, time management, and documentation skills
• Comfortable managing multiple projects and priorities simultaneously
• Self‑motivated and proactive with a passion for delivering an exceptional customer experience

Why 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 Benefits

The 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.

Join Centric Software®, where digital transformation meets real‑world impact. We design and deliver next‑generation solutions that empower the world’s leading retailers, brands and manufacturers in fashion, luxury, footwear, outdoor, home, food & beverage, cosmetics & personal care and multi‑category retail—to become smarter, leaner and more sustainable. Our philosophy is simple: attract the best customers by building the best solutions—crafted by the best teams across the globe. Together, we push boundaries, transform industries and shape the future of how products are made, launched and managed.