Job Title: Customer Success Analyst
Location: Remote
Type: Full-time
About Us
Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup that’s revolutionizing the real estate industry with our Data-Intelligent Marketing Automation Platform. Our mission is to empower real estate agents and teams by providing cutting-edge tools and innovative solutions that drive success in today’s competitive market. By leveraging advanced technology and data insights, we help our clients stay ahead of the curve and achieve their goals more efficiently.
As we continue to grow, we’re exploring opportunities to expand our innovative solutions into new markets and industries. With massive growth potential on the horizon, we’re just getting started. We’re eager to connect with passionate individuals who are excited to join a pioneering team that’s transforming the business landscape. If you’re driven by innovation and want to make a significant impact, Fello is the place for you!
About You
Our Customer Success Analyst plays a pivotal role in ensuring the success and satisfaction of our customers by proactively identifying performance gaps, offering insights for continuous improvement, and supporting the Customer Success team with critical data analyses. This role offers a unique opportunity to be at the heart of our customer success strategy, leveraging data to make meaningful impacts on customer satisfaction, retention, and overall business growth. This position is focused on driving customer performance, providing data-driven recommendations to optimize customer experiences, and helping leadership stay informed on key trends within the business. If you’re passionate about turning data into actionable insights, enhancing customer outcomes, and influencing business decisions, we’d love to speak with you!
You Will
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Power Business Growth: Empower CS management with data to help with business decisions & improving performance.
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Performance Monitoring: Ensure that customer health metrics, usage patterns, and KPIs are aligned with desired outcomes.
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Data Analysis: Use tools & techniques to regularly analyze and assess customer performance to identify areas of improvement, potential risks, patterns, relationship and trends.
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Alerting & Escalation: Serve as the first line of defense for spotting issues that may impact customer success. Alert the Customer Success team if something is broken, underperforming, or deviating from expectations, enabling quick interventions.
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Customer Insights & Recommendations: Provide actionable insights and recommendations based on customer data, helping the Customer Success team refine strategies to drive better outcomes and improve customer satisfaction.
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Reporting & Data Visualization: Assist leadership to prepare regular reports that highlight areas for improvement, customer satisfaction levels, and growth opportunities. Present the report using charts, graphs and dashboards for ease of understanding, interpretation and identifying action items.
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Collaboration with Customer Success Team: Work closely with customer success managers to translate data insights into actionable customer strategies and support ongoing customer retention initiatives.
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