Customer Success Operations Specialist

Descope - Los Altos, CA

Full-time - Entry Level

Los Altos, CA

About the position

The Customer Success Analyst at Descope is responsible for enhancing customer relationships by ensuring satisfaction with the company's CIAM platform. This role involves analyzing customer data, monitoring engagement, and providing insights to improve the customer experience, ultimately driving retention and growth.

Responsibilities

• Analyze customer usage data to identify trends and insights, helping to predict behavior and enhance customer satisfaction.
• Track customer engagement metrics and health scores to proactively manage and address account health.
• Compile data into reports for the Customer Success and management teams to inform strategic decisions.
• Work across departments such as Sales, Marketing, and Product Development to share insights and align strategies.
• Directly interact with customers to gather feedback, perform business reviews, and refine the customer experience.
• Investigate and analyze reasons for customer churn, developing strategies to prevent future losses.

Requirements

• Bachelor's degree or relevant experience, with some technical experience.
• 1-2 years of experience in customer success or related roles preferred.
• Experience with data analysis tools (e.g., Excel, basic SQL) is advantageous.

Nice-to-haves

• Hubspot experience is nice to have.