Customer Success Analyst

About the role

This position is centered on helping merchants succeed by balancing day-to-day operational performance with growth initiatives. Roughly 70% of the work focuses on strengthening operational health across efficiency, customer experience, and financial performance, while the remaining 30% supports revenue expansion through upsell and cross-sell opportunities. You will work closely with Client Partners and Account Managers to review merchant results, uncover operational challenges, and recommend solutions tailored to each account.

Key responsibilities

• Lead recurring meetings with key customer stakeholders and own the preparation and delivery of business review sessions together with Client Partners and Account Managers; travel when required for important meetings.
• Track and interpret operational health indicators for existing partners.
• Spot performance issues within restaurant operations and suggest practical improvements.
• Support product adoption by aligning merchant objectives with data-backed product recommendations, then execute agreed initiatives such as campaign setup and post-campaign analysis.
• Help strengthen retention and account growth by regularly assessing adoption gaps, monitoring operational health, and partnering with sales to identify, evaluate, and present upsell or cross-sell opportunities.
• Anticipate risks, address issues early, and champion customer needs internally across teams while passing along product or service feedback to the right stakeholders.
• Create reports and share feedback on customer health, product usage, and customer sentiment with senior leaders, including suggestions for product enhancements based on merchant pain points.

Requirements

• At least 4 years of experience in B2B operations, such as sales, customer success, account management, or senior roles in the retail or food sector.
• A bachelor’s degree in Economics, Finance, Business Administration, or a closely related discipline.
• Working knowledge of SQL, including the ability to modify and fine-tune queries.
• Strong verbal and written communication skills, plus the ability to work effectively with both internal teams and external partners.
• Comfort with consulting-style work, account ownership, or other client-facing responsibilities.
• Ability to think creatively, solve problems, and contribute ideas in a fast-changing environment.
• Analytical mindset with confidence working from data, metrics, and insights.
• Skill in improving processes and recommending scalable, customized solutions.
• Strong cross-functional collaboration and stakeholder influence skills.
• Good organization, time management, and prioritization abilities with the flexibility to handle multiple tasks.

Compensation and benefits

The listed base salary range for Chicago, Dallas, and Los Angeles is USD 107,000 to USD 119,000 annually. For San Francisco, the base salary range is USD 119,000 to USD 132,000 annually. Full-time employees may also be eligible for a bonus program, an equity award, additional compensation elements, participation in a 401(k) plan, and other benefits.