The Role (Job Summary)

Digital Customer Success delivers structured, scalable Customer Success for customers who sit outside dedicated one-to-one Customer Success Manager coverage, using data, analytics, community and targeted outreach to drive consistent value realisation. In this role you will own the account-intelligence and renewal-risk engine for the function. You will turn multi-source customer data into repeatable account health reviews, early-warning and risk analysis, renewal-risk reporting and CRM health narratives that help account teams identify and act on adoption or renewal risk early. The role combines hands-on analysis with process ownership, data quality, cross-functional coordination and automation readiness, working from our Pune delivery centre in support of customers across APAC, EMEA and the Americas.

Your Impact (Job Description)

Account health reviews: Build standardised customer-health and account reviews that combine renewal timing, product usage and entitlement, support activity, training and certification, version adoption and customer sentiment into clear strengths, risks and recommended actions.
Early-warning and risk analysis: Maintain and refresh the risk model — inputs, logic, thresholds and High/Medium/Low tiering — validating outputs and distinguishing genuine customer risk from data gaps.
Portfolio and segmentation: Maintain the account portfolio and priority segments using segmentation rules, renewal timing, risk triggers and leadership inputs.
Renewal intelligence: Track renewal cohorts, surface issues early enough for action, and prepare account-level inputs for regional renewal reviews.
Risk and leadership reporting: Produce account-level and portfolio risk reporting for account teams and leadership, including data-quality caveats and recommended follow-up.
CRM health narratives: Draft and maintain concise health, next-step and risk entries in the CRM, aligned to the risk output and regional review cadence.
Data and source management: Extract, reconcile and quality-check data from CRM, BI tools and usage, support, training, version and survey sources, and coordinate closure of missing-data gaps.
Cross-functional collaboration: Partner with Strategic Account Managers, Solution Consultants and Customer Success Operations to validate account context and recommended actions, without changing account ownership.
Documentation and controls: Maintain source links, data definitions, standard operating procedures, quality checks, templates and cadence calendars so processes are repeatable and auditable.
Automation and enablement: Help translate reviews, risk reporting and narrative processes into scalable, automated workflows on a Customer Success platform while preserving data quality and controls.

What You'll Need (Additional Job Description)

Years of Experience

3–6 years of experience in Customer Success operations, renewal or customer-health analytics, business or data analytics, or a comparable role, preferably within a B2B enterprise software or industrial software environment.

Education

Bachelor's degree in Engineering, Analytics, Business, Information Systems or a related discipline. Equivalent relevant experience will also be considered.

Technical Skills

Advanced Excel and strong data-handling capability across multiple large data sources.
Hands-on experience with a business intelligence tool such as Power BI, including building and maintaining reports and dashboards.
Experience working with CRM data; Salesforce strongly preferred.
Ability to reconcile multiple data sources and translate complex account data into a concise, defensible narrative with actionable recommendations.
Working understanding of customer health, product adoption, churn and attrition risk, renewals and Customer Success operating models.
Desirable: experience with a Customer Success platform (for example Gainsight), data-warehouse extracts (for example Snowflake), Power Query, SQL or basic scripting and automation.
Desirable: experience developing health scores, early-warning models, renewal dashboards or executive-level account reviews.

Soft Skills

High attention to detail, with a strong focus on data integrity and source traceability.
Structured and disciplined approach to documentation, process ownership and recurring delivery cadences.
Clear written and verbal communication, with the ability to present analysis and recommendations to account teams and senior leadership.
Strong cross-functional collaboration skills and comfort working with global stakeholders across time zones.
Self-starter who can manage competing priorities, work independently and escalate appropriately.
Analytical and curious mindset, with a bias towards simplification, standardisation and automation.

Digital Customer Success Analyst / Specialist Insights & Renewal Intelligence