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

Overview

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.

Key Responsibilities

Client Engagement & Account Support

• •Account Support & Strategy
• 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 QBR 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 & Conflict Resolution
• Act as a point of escalation for complex client issues. Propose solutions and drive resolution by coordinating cross-functional teams as needed.

• •Customer Advocacy
• Represent the voice of the customer internally—sharing feedback, raising feature requests, and influencing the roadmap.

Special Projects & Innovation

• •Impact Analysis & Customer Enablement
• Evaluate the effectiveness of Customer Success interventions—such as onboarding, training, and live workshops—on client KPIs and satisfaction.

• •Software & Tool Development
• Lead the enhancement of internal and client-facing training tools (e.g., guide.stylesage.co, video tutorial workshops, onboarding modules).

• •Strategic Insights, Comms & Marketing
• Identify high-level trends across the client base, develop recommendations to address recurring issues, and help prevent systemic challenges.

Qualifications

Bachelor’s degree in Business, Marketing, Merchandising, Data Analytics, or related field

3-5+ years of professional experience in Customer Success, Client Services, Analytics, Business Intelligence, Fashion/Retail, or SaaS environments

Prior experience in fashion or retail industry is a must

Startup or high-growth company experience is a plus

Strong analytical mindset; proven ability to work with usage data, KPIs, and behavior metrics

Experience with tools such as Salesforce, Hubspot, Mixpanel, Intercom, Microsoft Office, or similar CRM and analytics platforms

Strong communication and interpersonal skills with the ability to work cross-functionally

Detail-oriented with excellent organizational, time management, and documentation skills

Comfortable managing multiple projects and priorities simultaneously

Self-motivated and proactive with a passion for delivering an exceptional customer experience

Why Join Us?

Centric Market Intelligence is reshaping the way fashion and retail brands leverage data to stay ahead of market trends. As a Senior Customer Success Analyst, you will play a key role in empowering our clients to unlock the full value of our solutions while contributing to the evolution of our Customer Success organization.

Compensation and Benefits

The anticipated base salary range for this position is $70,000 - $75,000. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.

This position may also be eligible for a bonus of $5,000. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.