Customer Success Analyst

Summary

Join Picus Security, a leading security validation company, as a Customer Success Analyst. You will play a pivotal role in supporting the Customer Success team through data-driven insights, reporting, and operational excellence. Responsibilities include designing and maintaining dashboards and reports, analyzing customer data, providing actionable insights, collaborating with cross-functional teams, and assisting with operational excellence initiatives. This role requires 2-4 years of experience in a similar role, proficiency in business intelligence tools, advanced Excel skills, and excellent communication skills. Picus offers a dynamic work environment, unlimited opportunities for growth, global exposure, and the chance to be part of a global remote team.

Requirements

• 2-4 years in a Business Analyst, Customer/Sales Operations, or related role, preferably in a SaaS or cybersecurity environment
• Proficiency in business intelligence/data visualization tools
• Advanced Excel skills
• Familiarity with CRM platforms
• Excellent verbal and written communication skills
• Strong analytical mindset with the ability to synthesize data and solve complex problems
• Proven ability to manage multiple tasks and priorities in a fast-paced environment
• A passion for delivering exceptional customer experiences and driving success

Responsibilities

• Design, build, and maintain dashboards and reports to monitor customer health, usage trends, and performance metrics
• Analyze customer data to identify opportunities for growth, retention, and improvement
• Provide actionable insights and recommendations to the Customer Success team and management
• Collaborate with cross-functional teams (Sales, Product, Engineering, Support, CEO Office) to gather and analyze data for customer success initiatives
• Develop models and forecasts to support customer retention and expansion strategies
• Assist department management in organizing team workflows, processes, and documentation
• Maintain and update customer records and success metrics in CRM and other tools
• Coordinate meetings, prepare presentations, and support project management efforts
• Monitor and track customer feedback, ensuring timely resolution of issues
• Contribute to customer advocacy initiatives, including surveys, testimonials, and case studies

Benefits

• Unlimited opportunity! We are growing. At Picus, you'll be provided with as much responsibility as you can handle - new career development opportunities constantly arise given our rate of growth
• Global exposure - Get a lot of experience working not only in a fast-growing startup but also interact with customers all around the world
• Be part of a global remote team who is taking on Exposure Validation and a growing market segment