Customer Success Analyst, Mid-level
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Job Description
Customer Success Analyst managing client partnerships and performance metrics at Stark Marketing. Responsible for proactive customer retention and upsell opportunities in a remote setting.
Responsibilities:
- Prioritize clients based on risk and potential
- Organize and maintain active action plans for each client
- Manage a portfolio with a focus on results and churn
- Interpret CPL (Cost per Lead), Cost per Appointment and commercial conversion
- Interpret Meta Ads and Google Ads reports
- Identify bottlenecks in Marketing, Customer Service, and Sales
- Conduct monthly performance meetings with clients
- Translate data into clear, actionable recommendations
- Align strategy with client expectations
- Coordinate internal projects involving traffic (ad operations), copywriting, and sales
- Ensure alignment across teams and adherence to deadlines
- Record and track deliverables and owners in a management tool
- Act proactively to prevent churn
- Create and execute retention plans for at-risk clients
- Closely monitor critical clients with frequent checkpoints
- Identify genuine upsell and cross-sell opportunities
- Deliver growth presentations
- Work to increase the average ticket value of the portfolio
Requirements:
- Empathy and active listening
- Ability to understand performance reports and identify improvement opportunities
- Knowledge of and ability to interpret digital marketing metrics: CPL (Cost per Lead), CPA, ROAS, CTR, Conversion Rate, and Cost per Appointment
- Ability to turn digital marketing data into concrete action plans
- Client portfolio management with a risk and potential mindset
- Understanding of the conversion funnel: from click to appointment
- Proficiency with CRM tools for account recording and tracking
- Conducting consultative meetings and performance presentations
- Executing upsell, cross-sell and renewal actions
- Planning and monitoring action plans per client
- Organizing and prioritizing simultaneous demands across multiple accounts
- Ability to coordinate deliveries across internal teams: traffic, copywriting, and sales
- Familiarity with business KPIs: ROI, LTV, NPS and Churn
- Use of task management tools
- Consistent, professional and courteous approach
- Clear, consultative communication tailored to the client's profile
- Proactive in identifying and resolving problems
- Strong sense of responsibility for deliverables and deadlines
- Organizational skills to manage multiple accounts simultaneously
- Prioritization based on risk and financial impact
- Ability to lead meetings and generate clear next steps
- Tracking schedules, owners, and success criteria
Benefits:
- Bonus
- Flexible hours
- Career development plan
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