Manage an ERP customer portfolio
Lead onboarding and ongoing customer success processes
Monitor the customer journey, ensuring adoption and effective use of the system
Conduct regular success meetings with customers
Monitor portfolio health indicators (usage, engagement, churn risk, health score)
Work consultatively, understanding the customer's business and management processes
Identify upsell and cross-sell opportunities in partnership with the sales team
Act as a bridge between the customer and internal teams (product, support, implementation)
Address cancellation risks and develop retention plans
Provide product feedback based on customer experience

Previous experience in Customer Success within SaaS
Knowledge of or familiarity with ERP systems
Bachelor's degree (Business Administration, Engineering, Systems/IT, or related fields)

Customer Success Analyst

Key skills