Senior Customer Success Analyst

About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best‑of‑breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.

Job Title:

Senior Customer Success Analyst

Location:

Remote in North America

Reports To:

VP of Customer Success

Department:
Client Success & Business Intelligence

Company/Business Unit:
Centric Market Intelligence

Centric Market Intelligence (CMI), a division of Centric Software, is looking for a data‑driven, proactive, and strategic Senior Customer Success Analyst to support our global clients in achieving measurable success through our platform. This role sits at the intersection of analytics, client strategy, and operational excellence—helping drive adoption, retention, and growth through insight, process improvement, and hands‑on client collaboration.

• Client Engagement & Account Support Own strategic support for a portfolio of client accounts, overseeing client communications, usage analysis, and success planning to ensure long‑term retention and satisfaction.
• User Engagement & Adoption Monitor platform usage and behavioral trends using analytics tools. Identify areas of low engagement or churn risk and proactively implement targeted user engagement strategies.
• Onboarding & Training Deliver both virtual and in‑person training sessions, onboarding new users, and ensuring clients are well‑equipped to derive value from the platform.
• Quarterly Business Reviews (QBRs) Support & prepare comprehensive materials for QBRs and other key check‑in meetings, including analysis of client KPIs, usage benchmarks, and ROI discussions.
• Client Relationship Management Build strong, trust‑based relationships with client stakeholders, positioning yourself as a strategic advisor and product expert.
• Analytics, Reporting & Process Optimization Reporting & Dashboarding Own monthly reporting on user behavior, adoption trends, and platform KPIs. Develop and maintain trackers, dashboards, and documentation to support internal and external stakeholders.
• Churn & Health Analysis Analyze drivers of client churn and develop a client health score model to improve forecasting and proactive engagement strategies.
• CS Metrics Ownership Track and report on KPIs tied to account growth, revenue expansion, platform adoption, and client lifetime value. Present findings and insights to the Director/VP.
• Operational Efficiency Create repeatable processes and scalable workflows for Q  preparation, help desk reporting, client documentation, and other data‑intensive tasks. Initiative Ownership Lead specific client initiatives and maintain weekly status reports. Track progress and outcomes, ensuring alignment with CS goals.
• Cross‑Functional Collaboration
  • Product Partnership Collaborate with the Product team to enhance client‑facing reporting tools (e.g., admin dashboards), incorporating client feedback and usage insights.
  • Sales & Growth Enablement Partner with the Sales team on expansion strategy, footprint growth, and sales‑CS handoffs. Develop a standardized sales‑to‑CS transition process.
• Escalation &…