Customer Success Analyst

About the Role

In this position, you will act as a Customer Success Manager focused on merchant outcomes. The role is weighted 70% toward strengthening operational health, which includes operational efficiency, customer experience, and financial performance, and 30% toward supporting growth through upsell and cross-sell opportunities. You will work alongside Client Partners and Account Managers to review merchant performance, pinpoint operational challenges, and recommend solutions tailored to each merchant.

Key Responsibilities

• Lead recurring meetings with key client stakeholders and organize business reviews in partnership with Client Partners and Account Managers; travel as required for important business discussions.
• Track, evaluate, and interpret performance indicators that reflect the operational health of current partners.
• Spot performance shortfalls at restaurants or merchants and suggest practical improvement plans.
• Support product adoption by aligning with Client Partners and Account Managers on merchant goals, using data to recommend relevant products, and executing agreed initiatives such as campaign setup and post-campaign analysis.
• Help retain and grow accounts by regularly assessing adoption gaps and overall health, while partnering with sales teams to uncover, analyze, and present upsell or cross-sell opportunities.
• Anticipate issues before they escalate, resolve concerns proactively, advocate for customer needs internally, and pass product or service feedback to the appropriate teams.
• Create regular reports for leadership on customer health, product usage, and feedback, and contribute insights that can improve products based on merchant pain points.

Required Background

• Minimum 4 years of experience in B2B operations such as Sales, Customer Success, Account Management, or senior roles in retail or food-related businesses.
• Bachelor's degree in Economics, Finance, Business Administration, or a closely related discipline.
• Working knowledge of SQL with the ability to adjust and refine queries when needed.

Preferred Strengths

• Strong verbal and written communication skills, along with the ability to build effective working relationships with internal and external stakeholders.
• Innovative mindset with strong problem-solving ability.
• Comfort working in a fast-moving, changing environment with a self-starting and outcomes-oriented approach.
• Background in consulting, account management, or another client-facing function.
• Ability to improve operational processes and identify efficiency opportunities.
• Comfort with data analysis, performance metrics, and turning insights into practical actions.
• Capability to design scalable, customized process improvements.
• Strong cross-functional collaboration and influencing skills.
• Excellent organization, prioritization, and time management abilities.

Compensation and Benefits

For Los Angeles, CA, the base salary range is USD 107,000 to USD 119,000 per year. For Chicago, IL and Dallas, TX, the base salary range is USD 107,000 to USD 119,000 per year. For San Francisco, CA, the base salary range is USD 119,000 to USD 132,000 per year. Full-time employees in the US may also be eligible for a bonus program, equity awards, and other compensation elements. All full-time employees can participate in a 401(k) plan and may receive a variety of additional benefits.