Customer Success Analyst

About us

Orquest
was born to serve the retail industry through Artificial Intelligence Workforce Optimization Software.

Our mission is to make every retail interaction count, whilst maximising value.

We are looking for an outstanding CSM who will act as a
strategic partner
to our customers, guiding them through the adoption and expansion phases to ensure
long-term value realisation
.

In this role, you will leverage
strong analytical skills
to interpret KPIs, identify improvement opportunities, and
drive data-informed decisions
aligned with each customer's objectives, contributing to
optimal health, retention, and revenue growth.

To succeed, you bring at least
two years of CSM experience
(preferably in SaaS environments),
advanced data capabilities
, and
excellent communication skills

Your Key Responsibilities

• Value consultant for customers throughout the
  adoption and expansion
  phases.
• Protect and increase revenue
  by providing
  valuable insights
  to customers through data and configuration analysis, offering improvement recommendations that
  drive successful Orquest technology adoption and measurable value delivery.
• Monitor and help improve usage to achieve business desired outcomes, follow up on support interactions, product & enablement needs with the relevant departments, and help drive customer engagement with marketing initiatives while
  reporting on performance KPIs and the evolution of set objectives.
• Drive data-informed decision-making
  based on the objectives defined in the customer's personalised
  Value Framework
  to ensure a
  consistent, measurable and value-driven customer experience.
• Be product savvy and introduce configuration changes and beneficial features that could be of interest to our customers and that would improve their user experience.
• Establish and maintain regular communication with customers for updates, feedback and to track progress on identified necessary actions.
• Monitor and work towards achieving and maintaining optimal customer Health Scores.
• Lead the VoC (Voice of Customer) program for the portfolio, relaying feedback to all Orquest teams and to customers to drive improvement both internally and externally.
• Conduct regular catch-ups to provide visibility on performance evolution and achievement of objectives
  through structured KPI reporting and value progress updates.
• Drive Strategic Business Reviews to showcase product value and achieved outcomes based on the Customer Value Framework, handle
  renewal & upsell conversations and strategic alignment.
• Collaborate with: Sales, Implementation, Product, Integrations and Marketing teams

Required Skills and Experience

• Experience working as a CSM for at least 2 years, focused on adoption, value delivery, retention and growth phases of the customer journey, preferably in SaaS solutions and with international clients.
• Strong Customer Success background with solid strategic thinking skills.
• English level C1 (most of our customers are based worldwide, and therefore great fluency in English is mandatory). Other languages such as French and Arabic are appreciated.
• Excellent data analysis skills, including strong command of Power BI, Power Query, DAX and SQL. The core of the job is to analyse KPIs and progress, present them to the customer and recommend actions based on data.
• Experience using CSP tools and CRM (ideally, being HubSpot savvy).

Why join us

• Flexible compensation plan.
• Medical and dental insurance in addition to your income as well as other benefits.
• Great possibilities of growth, and to contribute to improve the Customer Success area.
• Because people are our most important asset, we take good care of our team.
• Because you will be surrounded by an inspiring international team of smart, open-minded, and passionate professionals.
• Because
  we offer flexibility, trust, and ownership
  . We are strong believers that what matters most are results, which is why we provide a flexible schedule & hybrid working