Full-Time Customer Success Analyst

Job Title: Customer Success Analyst

Location: Remote

Type: Full-time

About Us

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup 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. This role proactively identifies performance gaps, offers insights for continuous improvement, and supports the Customer Success team with critical data analyses. This position is focused on driving customer performance, providing data-driven recommendations, 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 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 impacting customer success. Alert the Customer Success team if something is broken, underperforming, or deviating from expectations.
• Customer Insights & Recommendations: Provide actionable insights and recommendations based on customer data, helping the Customer Success team refine strategies.
• Reporting & Data Visualization: Prepare regular reports highlighting areas for improvement, customer satisfaction, and growth opportunities. Present using charts, graphs, and dashboards.
• Collaboration with Customer Success Team: Work closely with customer success managers to translate data insights into actionable 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
• 5-6 years of experience as a product/data analyst
• Strong Analytical Skills: Interpret complex data, translate into actionable recommendations
• Customer Success Experience: 2-3 years as a Customer Success Manager
• Tech-Savvy: Comfortable with Hubspot dashboards, ticketing systems
• SAAS Skills: Familiar with key metrics & reporting within SAAS companies.
• Attention to Detail
• High Sense of Ownership
• Data-Driven, Bold, & Blunt to recommend action items
• Organizational Skills
• Team-first Mindset

Nice to Have

• Experience with Hubspot or similar CRM systems
• Experience with Invoicing & Collections

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
• Collaborative and supportive work environment

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