Customer Success Analyst

H&W Publishing

. Lead the onboarding process for new customers, guiding them through the initial steps.

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSenior💰 R$3,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success by effectively managing customer onboarding, engagement, and retention strategies. Proficient in utilizing CRM tools and analyzing customer satisfaction metrics to enhance the overall customer experience.

Highest-signal resume keywords

Customer Success ExperienceCRM Tools FamiliarityCustomer Retention StrategiesExcellent Communication SkillsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementCustomer Engagement StrategiesCustomer Satisfaction MetricsChurn AnalysisRetention Metrics

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationStrong Organizational SkillsProactive ApproachAnalytical Thinking

Tools & Technologies

CRM ToolsCustomer Support PlatformsRelationship Management Systems

Industry Keywords

Customer SuccessDigital ProductsEducational PlatformsSubscription-Based BusinessesNPSCSAT

About the role

Key responsibilities & impact

Lead the onboarding process for new customers, guiding them through the initial steps.
Maintain contact with customers, monitor their journey, and identify their needs.
Monitor engagement and satisfaction, identify churn risks, and develop preventive measures.
Provide consultative support, answer questions, and resolve challenges.
Collect feedback and collaborate with internal teams to improve products, services, and processes.
Identify opportunities for renewals, continued engagement, and adoption of additional solutions.
Develop and share support materials, tutorials, and guidance.
Track customer satisfaction, retention, engagement, and success metrics.

Requirements

What you’ll need

Experience in Customer Success, customer relationship management, or consultative support.
Excellent verbal and written communication skills, with the ability to convey information clearly, empathetically, and objectively.
Ability to identify needs, solve problems, and handle challenging situations.
Knowledge of customer retention, engagement, and satisfaction strategies.
Strong organizational skills and the ability to manage multiple customer interactions and follow-ups simultaneously.
Familiarity with CRM tools, customer support platforms, and relationship management systems.
Proactive, analytical approach with a strong focus on customer experience and problem-solving.
Experience with digital products, educational platforms, or subscription-based businesses.
Knowledge of Customer Success metrics, such as NPS, CSAT, churn, and retention.
Intermediate to advanced English proficiency.

Benefits

Comp & perks

Performance bonus
Flexible hours
100% remote
Independent contractor (PJ)