Customer Success Analyst

Role Overview

This role supports large-scale background screening accounts by handling daily client inquiries, performing data analysis, and collaborating with Sales, Operations, and Billing teams. You will track account health, identify trends, and produce reports that directly influence customer retention and operational improvements. The position is fully remote and requires a proactive approach to managing multiple client needs in a fast-paced environment.

Key Responsibilities

• Work alongside Customer Success Managers and Operations to execute client support tasks, quality assurance checks, system migrations, and ad‑hoc projects.
• Analyze and prepare internal and external customer reports, ensuring all requests are completed within agreed timelines and service‑level agreements.
• Monitor, update, and close Service Center tickets while maintaining accurate documentation of all interactions.
• Maintain a thorough understanding of client verification processes and service guidelines to support accurate and timely responses.
• Generate monthly account reviews by analyzing data, identifying trends, and summarizing findings for client presentations.
• Keep client fact sheets current and create program overview documents tailored to each assigned account.
• Collect customer feedback and propose actionable recommendations to enhance products, services, and reporting workflows.
• Handle additional duties and special projects as directed by management.

Requirements & Qualifications

• High School Diploma, GED, or equivalent work experience required.
• At least 3 years of customer service experience with direct external customer interaction.
• Proficiency in Microsoft Office applications, including Outlook, PowerPoint, Word, and Excel.
• Experience using CRM platforms such as Siebel, Salesforce, or similar systems.
• Strong analytical ability to interpret complex data and generate actionable insights.
• Excellent verbal and written communication skills, with a focus on building client relationships.
• Highly organized with meticulous attention to detail and the ability to manage multiple priorities under tight deadlines.
• Adaptable and responsive in a changing work environment, capable of working independently and collaboratively within a team.
• Solid understanding of customer success management, client support, account reporting, data analysis, trend identification, and service management processes.

What We Offer / Why Join

• Fully remote work arrangement with occasional business travel.
• Hourly compensation range of $21–$27.
• Comprehensive benefits package including medical, vision, dental, and supplemental plans.
• 401(k) retirement plan with employer match and an Employee Stock Purchase Plan (ESPP).
• Competitive paid time off (PTO) and paid company holidays.
• Access to technology, career development opportunities, and supportive leadership.