Senior Customer Success Analyst

Centric Software; Oregon; Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Centric Software's Centric Market Intelligence division is seeking a data-driven Senior Customer Success Analyst to support global clients at the intersection of analytics, client strategy, and operational excellence. You will own onboarding, training, QBRs, health analytics, and cross-functional collaboration to drive adoption, retention, and growth.

The role emphasizes client partnership, reporting, and scalable processes.

Qualifications

• Bachelor's degree in Business, Marketing, Merchandising, Data Analytics, or related field.
• 3-5+ years of professional experience in Customer Success, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments.
• Prior experience in fashion or retail 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.

Responsibilities

• Account Support & Strategy: Own strategic support for a portfolio of client accounts, overseeing communications, usage analysis, and success planning.
• User Engagement & Adoption: Monitor platform usage and identify low engagement or churn risk, implementing targeted strategies.
• Onboarding & Training: Deliver virtual and in-person training sessions and onboarding for new users.
• Quarterly Business Reviews (QBRs): Prepare materials for QBRs, including KPI analysis, usage benchmarks, and ROI discussions.
• Client Relationship Management: Build strong relationships with client stakeholders as a strategic advisor.
• Analytics, Reporting & Process Optimization: Own monthly reporting on user behavior, adoption trends, and platform KPIs.
• Churn & Health Analysis: Analyze drivers of churn and develop a client health score model.
• CS Metrics Ownership: Track KPIs tied to account growth, revenue expansion, and adoption.
• Operational Efficiency: Create repeatable processes and scalable workflows for QBR preparation and reporting.
• Initiative Ownership: Lead client initiatives with weekly status updates and measurable outcomes.
• Cross-Functional Collaboration: Collaborate with Product to enhance client-facing reporting tools.
• Sales & Growth Enablement: Partner with Sales on expansion strategy and handoffs.
• Escalation & Conflict Resolution: Act as escalation point and drive resolution with cross-functional teams.
• Customer Advocacy: Represent customer voice internally and influence roadmap.
• Special Projects & Innovation: Evaluate interventions on KPIs and satisfaction.
• Software & Tool Development: Lead enhancement of internal/client training tools.
• Strategic Insights, Comms & Marketing: Identify trends and develop recommendations.
• Qualifications & Onboarding alignment: Ensure client success objectives are met with documented outcomes.

Skills

Strong analytical mindset

Cross-functional collaboration

Excellent communication

Project management

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 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 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

Account Support & Strategy 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 $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.