Customer Success Analyst, CSM

• Lead strategies and initiatives to reduce churn across the customer portfolio
• Identify upsell and cross-sell opportunities with client companies
• Monitor and ensure the satisfaction of companies using VExpenses
• Participate in customer meetings and track their expectations regarding the value delivered by VExpenses solutions
• Manage Key Accounts, maintaining frequent contact to build relationships and identify issues requiring attention

Requirements

• Proven experience in Customer Success, particularly supporting mid-sized and enterprise companies
• Experience with customer retention and churn prevention
• Experience with cross-sell and upsell techniques
• Experience with Health Score, NPS, CSAT, KPIs, and OKRs
• Availability to work 40 hours per week
• Availability for business travel
• Strong organizational skills to manage information from different customers
• Negotiation skills
• Empathy
• Teamwork
• Strong communication skills
• Experience as a CSM, Customer Success Analyst, or in a related role, particularly supporting companies with high average contract values

Core Competencies

Demonstrates expertise in Customer Success with a focus on customer retention, churn prevention, and relationship management. Proficient in utilizing metrics such as Health Score, NPS, CSAT, KPIs, and OKRs to drive customer satisfaction and identify upsell opportunities.

Highest-signal resume keywords

• Customer Success Management
• Churn Prevention Strategies
• Cross-Sell and Upsell Techniques
• Health Score and NPS Analysis
• Strong Communication Skills

ATS Optimization Keywords

Hard Skills

• Customer Retention
• Churn Prevention
• Cross-Sell Techniques
• Upsell Techniques
• Health Score
• NPS
• CSAT
• KPI Management
• OKR Management

Soft Skills

• Strong Organizational Skills
• Negotiation Skills
• Empathy
• Teamwork

Industry Keywords

• Customer Success
• Mid-Sized Companies
• Enterprise Companies
• Key Accounts Management

Tools & Technologies

• VExpenses