Job Title: Customer Success Analyst

Location: Remote

Type: Full-time

About Us

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup that's revolutionizing the real estate industry with our Data-Intelligent Marketing Automation Platform. Our mission is to empower real estate agents and teams by providing cutting-edge tools and innovative solutions that drive success in today's competitive market. By leveraging advanced technology and data insights, we help our clients stay ahead of the curve and achieve their goals more efficiently.

As we continue to grow, we're exploring opportunities to expand our innovative solutions into new markets and industries. With massive growth potential on the horizon, we're just getting started. We're eager to connect with passionate individuals who are excited to join a pioneering team that's transforming the business landscape. If you're driven by innovation and want to make a significant impact, Fello is the place for you!

About You

Our Customer Success Analyst plays a pivotal role in ensuring the success and satisfaction of our customers by proactively identifying performance gaps, offering insights for continuous improvement, and supporting the Customer Success team with critical data analyses. This role offers a unique opportunity to be at the heart of our customer success strategy, leveraging data to make meaningful impacts on customer satisfaction, retention, and overall business growth. This position is focused on driving customer performance, providing data-driven recommendations to optimize customer experiences, and helping leadership stay informed on key trends within the business. If you're passionate about turning data into actionable insights, enhancing customer outcomes, and influencing business decisions, we’d love to speak with you!

You Will

• Power Business Growth: Empower CS management with data to help with business decisions & improving performance.

• Performance Monitoring: Ensure that customer health metrics, usage patterns, and KPIs are aligned with desired outcomes.

• Data Analysis: Use tools & techniques to regularly analyze and assess customer performance to identify areas of improvement, potential risks, patterns, relationship and trends.

• Alerting & Escalation: Serve as the first line of defense for spotting issues that may impact customer success. Alert the Customer Success team if something is broken, underperforming, or deviating from expectations, enabling quick interventions.

• Customer Insights & Recommendations: Provide actionable insights and recommendations based on customer data, helping the Customer Success team refine strategies to drive better outcomes and improve customer satisfaction.

• Reporting & Data Visualization: Assist leadership to prepare regular reports that highlight areas for improvement, customer satisfaction levels, and growth opportunities. Present the report using charts, graphs and dashboards for ease of understanding, interpretation and identifying action items.

• Collaboration with Customer Success Team: Work closely with customer success managers to translate data insights into actionable customer strategies and support ongoing customer retention initiatives.

You Have

• Bachelor’s degree in Computer Science or similar.

• Willingness to support until 2:00 pm EST.

• Experience: 5-6 years of experience as a product / data analyst.

• Strong Analytical Skills: Excellent ability to interpret complex data and translate it into actionable business recommendations.

• Customer Success Experience: Has spent at least 2-3 years as a Customer Success Manager and understands what it takes to ensure success for the customer.

• Tech-Savvy: Comfortable building Hubspot dashboards, navigating ticketing systems, and etc.

• SAAS Skills: Familiar with key metrics & reporting within SAAS companies.

• Attention to Detail: High level of accuracy and attention to detail, particularly when handling financial matters and customer accounts.

• High Sense on Ownership: Do all that it takes to achieve the outcome

• Ability to be Data Driven, Bold & Blunt to recommend action items to drive Outcomes

• Organizational Skills: Ability to manage multiple tasks and deadlines effectively in a fast-paced environment.

• Team-first Mindset: Ability to work independently and in cross-functional teams, managing multiple priorities simultaneously.

Nice to Have

• Experience working in Hubspot or any similar CRM systems.

• Experience with Invoicing & Collections operations.

Our Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous vacation policy and paid holidays.

• Flexible work schedule and remote work options.

• Professional development opportunities and ongoing training.

• A collaborative and supportive work environment that encourages innovation.

Join our team as a Customer Success Analyst and play a key role in driving efficiency and success for our organization. Apply now and help us take our Customer Success to the next level!