we are seeking a Customer Success Data Analyst - a data-driven professional who combines advanced analytical and SQL skills with strong customer-facing abilities.
This role is primarily focused on data analysis, validation, and integration, helping customers achieve success through deep understanding of their data and business logic.
You will act as the analytical backbone of the Welcome Team, ensuring smooth onboarding, accurate data integration, and meaningful insights that drive adoption and value.
This is not a traditional Customer Success role - its a technical, data-focused position requiring hands-on SQL work, data modelling, and business logic exploration, combined with the communication and collaboration skills to work directly with customers.
Key Responsibilities:
Act as the primary data expert for customer onboarding, ensuring accurate data understanding and integration.
Partner with customers to understand their business logic and translate it into actionable data mappings within the platform.
Perform deep SQL analysis on raw datasets to validate structures, uncover issues, and ensure data integrity.
Identify gaps, inconsistencies, and edge cases, and proactively propose corrective actions.
Analyse customer usage data to identify trends, adoption challenges, and opportunities for improvement.
Create data-driven reports and visualizations that communicate findings clearly to both technical and business audiences.
Work cross-functionally with R&D, Product, and QA to ensure smooth data onboarding and accurate system behaviours.
Manage multiple onboarding and data-integration projects simultaneously, maintaining clear timelines and communication.

As a Team Lead, youll be a key leader in nurturing and expanding strategic-level client relationships. You will oversee a regional account management team, drive revenue opportunities through upselling and cross-selling, and ensure world-class service delivery. Youll collaborate closely with internal departments and executive stakeholders to ensure client success, retention, and growth.

Key Responsibilities:

Lead & Mentor: Manage, inspire, and develop a high-performing regional Account Management team, providing coaching and support to help team members meet and exceed goals.
Client Relationship Management: Build and maintain strong partnerships with key strategic clients by understanding their business needs, goals, and challenges. Act as a senior escalation point to resolve issues and ensure satisfaction.
Revenue Growth: Identify upselling and cross-selling opportunities across existing accounts. Collaborate with internal teams to craft and implement solutions and contractual amendments.
Strategic Partnership Building: Conduct regular partnership reviews and strategic check-ins with clients to align our solutions with their evolving workforce strategies.
Service Excellence: Ensure delivery meets SLAs and client expectations through proactive management, issue resolution, and continuous service optimization.
Cross-functional Collaboration: Work closely with Legal, Operations, Customer Care, Payments, Finance, and other teams to provide seamless client experiences.
RFP & Proposal Support: Collaborate on RFPs/RFIs with Sales and leadership, contribute to compelling proposals, and participate in client presentations and interviews.
Team & Performance Metrics: Track and report on team KPIs, ensuring alignment with organizational goals and taking corrective actions when necessary.
Process Optimization: Utilize internal playbooks, CRM tools, and feedback mechanisms to improve account strategies and drive operational excellence.