Customer Success Analyst
At a glance
Mid-level Customer Success role at First Advantage. IN_Mumbai_Virtual · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Support account management and strategic work with Customer Success Managers, Directors, and partner teams
- Study customer and operational data to surface trends, opportunities, and improvement areas
- Create customer reports and insights while keeping service commitments on track
- Handle Salesforce cases and support requests through updates, communication, and resolution
- Maintain client records, assist onboarding and escalations, and collect feedback for process improvements
What you bring
- A bachelor’s degree or equivalent experience is required
- At least three years supporting external customers in customer-facing work
- Experience using Salesforce, Siebel, or a comparable CRM platform
- Strong analysis, problem solving, communication, relationship-building, organization, and detail management
Who this fits
This role suits someone who enjoys solving customer problems, working across teams, and using data to guide decisions. You’ll need to manage competing priorities, take ownership, and adapt as business needs change. The position is based in Mumbai, India.
From the employer
As a Customer Success Analyst, you'll play a key role in supporting our enterprise customers and strengthening their partnership with First Advantage. Working closely with Customer Success, Sales, Operations, Billing, Product, and Account Setup teams, you'll help drive operational excellence, deliver meaningful insights, and ensure seamless customer experience.
This role is ideal for someone who enjoys solving problems, working across teams, using data to drive decisions, and driving meaningful outcomes for customers.
What You'll Do:
- Partner with Customer Success Managers, Directors, and cross-functional teams to support account management activities and strategic initiatives.
- Analyze customer and operational data to identify trends, opportunities, and areas for improvement.
- Prepare and deliver reports and customer insights while ensuring service commitments are met.
- Manage Salesforce cases and support requests through timely updates, communication, and resolution.
- Maintain client documentation, operational guidelines, partnership records.
- Support account onboarding, customer requests, escalations, and quality assurance activities.
- Gather customer feedback and collaborate with internal teams to improve processes, products, services, and reporting.
- Contribute to initiatives that enhance customer satisfaction and business performance.
What You May Need to be Successful:
- Bachelor's degree or equivalent work experience.
- 3+ years of customer-facing experience supporting external customers.
- Strong analytical and problem-solving skills.
- Excellent communication and relationship-building abilities.
- Experience with Salesforce, Siebel, or similar CRM platforms.
- Proficiency in Microsoft Office, particularly Excel, PowerPoint, Outlook, and Word.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- A proactive approach, strong sense of ownership, and adaptability to changing business needs.
Why Join This Team?
This role offers an opportunity to deepen your expertise in customer success, analytics, and enterprise account management while partnering with teams across the business. You'll gain exposure to strategic customer relationships, contribute to meaningful initiatives, and play an important role in helping customers achieve their goals.
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
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