Customer Success Analyst

Radiance is looking for a customer success analyst to identify, analyze, and interpret customer data to drive retention, product adoption, and satisfaction. They will create reports and dashboards, uncover trends to reduce churn, and provide actionable insights for the Product Manager, Solutions Engineer, and Customer Success Engineer to optimize the customer journey.

Primary Duties

• Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement.
• Translate complex data sets (using SQL, Python, Tableau, or Excel) into actionable insights that inform strategy.
• Monitor key metrics to proactively identify at-risk customers and assist in developing retention strategies.
• Collaborate with product teams to improve features based on user data and refine internal customer success workflows.

Required Qualifications

• Bachelor's degree in data analytics, business administration, marketing, or related fields
• Ability to analyze customer data, track metrics (e.g., churn rate, usage statistics), and provide actionable insights.
• Strong communication, problem-solving, and relationship-building skills are critical for managing client relationships and reducing churn
• US Citizenship
• Must have or be able to obtain a Top Secret Clearence

Desired Qualifications

• Previous experience in a client-facing role, such as customer success, consulting, or account management
• Familiarity with CRM systems (EspoCRM), project management tools, or data visualization software (e.g., SQL, Excel).
• Certifications: Certified Customer Success Management Professional (CCSMP)

Radiance Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.