Customer Success - Analyst

The Customer Success Executive will support customer adoption, engagement, and value realisation of the Flacon Dive SaaS platform. This is a hands-on, execution-focused role suited for a junior professional in a fast-paced environment.

The role requires working closely with customers to track usage, understand behaviour, and improve adoption through regular interactions and data-driven insights. You will collaborate with delivery and product teams and act as a quality advocate, contributing to continuous improvement of both service delivery and the product.

Core Objectives of the Role

• Increase usage and adoption of the Flacon Dive platform.
• Support customers in achieving measurable outcomes through the product
• Use data and customer feedback to improve service quality and product experience
• Build strong foundational skills in SaaS customer success and analytics

Key Responsibilities

1. Customer Engagement & Support

• Conduct regular customer connects (check-ins, follow-ups, adoption reviews) under guidance from senior team members.
• Support customers during post-onboarding to ensure smooth usage of the platform.
• Respond to customer queries related to usage, features, and basic troubleshooting.
• Maintain accurate records of customer interactions, action items, and outcomes.

2. Product Adoption & Usage Tracking

• Monitor customer usage data to track logins, feature usage, and engagement trends.
• Identify early signs of low adoption or disengagement and escalate appropriately.
• Assist in executing adoption initiatives such as walkthroughs, training sessions, and feature enablement.
• Support the creation and maintenance of adoption play books, FAQs, and usage guides.

3. Data & Behavioural Analysis (Foundational Level)

• Work with dashboards and reports to analyse basic customer behaviour and usage patterns.
• Prepare simple reports and summaries for internal review and customer discussions.
• Learn to translate data insights into clear observations and recommended next steps.
• Support senior team members in cohort analysis and adoption studies.

4. Cross-Functional Collaboration

• Coordinate with the Delivery Team to address customer issues, feedback, and enablement needs.
• Share customer insights and recurring issues with the Product Team to support product improvements.Assist in validating new features through customer feedback and pilot participation.

5. Quality & Continuous Improvement

• Act as a quality advocate by ensuring customer interactions meet defined service standards.
• Capture customer feedback systematically and ensure it is logged and shared.
• Participate in internal reviews focused on improving processes, documentation, and customer experience.
• Support continuous improvement initiatives related to service delivery and product usability.

• Demonstrates empathy and a genuine interest in customer success
• Listens actively and follows through on commitments
• Maintains professionalism in all customer interactions
• Comfortable working with data, numbers, and reports
• Able to identify basic patterns and trends in usage data
• Shows curiosity to understand "why" behind customer behaviour
• Takes responsibility for assigned customers and tasks
• Follows processes consistently while adapting to organisational pace
• Quickly learns SaaS concepts, product features, and customer workflows
• Open to feedback and continuous skill development
• Communicates clearly with customers and internal teams
• Shares updates, risks, and learnings proactively
• Works effectively in a cross-functional environment