Digital Customer Success Specialist, Insights & Renewal Intelligence

Digital Customer Success Specialist, Insights & Renewal Intelligence

Customer Success | Digital Customer Success

Employment type

Full-time

Experience guide

3–6 years

Reporting line

Manager, Digital Customer Success

About the Role

Aspen Tech, an Emerson company, is a global leader in industrial software, helping organizations optimize operations, improve efficiency, and accelerate digital transformation.

You will own the account-intelligence and renewal-risk workstream, converting multi-source customer data into repeatable health reviews, early-warning insights, portfolio reporting, and actionable Customer Success narratives. The role combines hands-on analysis with process ownership, data quality, stakeholder coordination, and automation readiness.

About Digital Customer Success

Digital Customer Success provides structured, scalable Customer Success engagement for customers outside dedicated one-to-one coverage. The function combines customer intelligence, proactive risk identification, digital engagement, and cross-functional coordination to help customers realize value and enable account teams to take timely, informed action.

What You’ll Do

- Account health reviews:
Build standardised reviews that combine renewal timing, product usage, entitlement, support activity, training, certification, version adoption and customer sentiment into clear strengths, risks and recommended actions.
- Early-warning and risk analysis:
Maintain risk inputs, logic, thresholds and tiering; validate outputs and distinguish genuine customer risk from data gaps.
- Portfolio and segmentation:
Maintain priority account cohorts using approved segmentation rules, renewal timing, risk triggers and stakeholder inputs.
- Renewal intelligence:
Track renewal cohorts, surface concerns early and prepare account-level inputs for regional renewal reviews.
- Risk and leadership reporting:
Produce concise account and portfolio reporting with evidence, data-quality caveats and recommended follow-up.
- CRM health narratives:
Draft and maintain clear health, risk and next-step entries aligned to the review cadence.
- Data and source management:
Extract, reconcile and quality-check information from CRM, BI, usage, support, training, version and survey sources.

- Cross-functional collaboration:

Work with account teams, Customer Success Operations and technical data owners to validate context and recommendations.
- Documentation and controls:
Maintain source links, definitions, standard operating procedures, quality checks, templates and cadence calendars.
- Automation and enablement:
Help translate review and risk-reporting processes into scalable workflows while preserving quality and traceability.

What We’re Looking For

- Experience:

3–6 years in Customer Success operations, customer-health or renewal analytics, business analytics, data analytics or comparable work.

- Education:

Bachelor’s degree in Engineering, Analytics, Business, Information Systems or a related discipline; equivalent relevant experience may be considered.
- Data capability:
Advanced Excel skills and demonstrated experience handling and reconciling multiple data sources.
- Reporting tools:
Hands-on experience with a business intelligence tool such as Power BI and experience working with CRM data.
- Business judgement:
Working understanding of customer health, adoption, churn or attrition risk, renewals and Customer Success operating models.
- Communication:
Ability to convert complex evidence into concise, defensible narratives and practical recommendations for business stakeholders.
- Operating discipline:
High attention to detail, source traceability, documentation quality and recurring delivery commitments.

Preferred / Nice to Have

- Customer Success platforms:

Experience with Gainsig…