We are seeking a Customer Success Analyst to support the day-to-day success of our higher education customers throughout the customer lifecycle. This is a hands-on individual contributor role focused on customer support, adoption, engagement, operational execution, and cross-functional coordination.
Reporting to the Customer Success Manager and working cross-functionally with Support, Product, Implementation, and Sales, the Customer Success Analyst helps ensure customers receive timely support, have the information and resources they need, and continue to realize value from our solutions.
This role is ideal for someone who is highly organized, responsive, comfortable working directly with customers, and able to connect the dots across teams to move issues and customer needs forward.
Support a portfolio of higher education customers across the customer lifecycle, serving as a day-to-day contact and building strong relationships through responsive communication and follow-through
Monitor customer health, adoption, engagement, NPS, survey feedback, and support trends to identify risks, opportunities, and areas requiring escalation
Prepare for and participate in regular customer meetings, including gathering data, developing materials, documenting action items, and coordinating follow-up
Partner cross-functionally with Product, Support, Implementation, and Sales to resolve customer needs, manage escalations, and ensure a seamless customer experience
Help drive customer adoption by connecting customers with relevant resources, training, product capabilities, and best practices
Foster customer adoption through the management of the Circle Community and host customer engagement events such as webinars, user groups, and office hours
Gather customer feedback and usage insights, maintain accurate customer records, and support renewal readiness by surfacing risks and coordinating follow-up
Create and maintain customer and internal resources, including documentation, training materials, and playbooks
Identify opportunities to improve Customer Success processes and leverage AI and automation to increase efficiency, responsiveness, and the customer experience
Identify cross-sell and upgrade opportunities based on product usage signals, feature adoption, and client growth goals
2+ years of experience in Customer Success, Account Management, Customer Support, Client Services, SaaS operations, or a related customer-facing role
Strong customer service, relationship-building, and communication skills with a responsive, solutions-oriented approach
Highly organized and detail-oriented, with the ability to manage multiple customer needs and priorities while maintaining strong follow-through
Comfortable using customer data, usage information, and feedback to identify trends, risks, and potential issues
Collaborative and effective working across teams, with sound judgment about when and how to escalate customer needs
Comfortable learning and working across multiple technology platforms; experience with HubSpot, Jira, Confluence, or similar tools is a plus
Proactive, adaptable, and interested in using AI, automation, and technology to improve workflows and customer experiences
Experience in a SaaS environment preferred; higher education or higher education technology experience strongly preferred
Bachelor’s degree preferred
Impact
: Be a cornerstone of our customer success efforts and directly shape the relationships we have with our clients.
Autonomy
: Take ownership of your work, contribute ideas, and find opportunities to improve processes and the customer experience
Supportive Culture
: Join a collaborative and passionate team dedicated to making a difference in higher education.
CoreCampus is a leading provider of student information systems for higher education institutions. Founded in 1986, we have a long history of serving our customers with innovative and reliable software solutions. We are a fast-growing company with a strong commitment to our employees and our customers.
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