Description

Key Responsibilities
 

1) Strategic Support to the Customer Success Director

• Serve as the CS Director's core operational and analytical partner, supporting execution of strategic priorities, action tracking, and follow-through.
• Translate retention and performance goals into structured reporting and escalation mechanisms with clear visibility for leadership.
• Prepare concise weekly and monthly summaries covering customer health trends, risk areas, team priorities, and key performance insights.

2) Customer Health, Retention Risk & Churn Prevention

• Track and analyze leading retention risk indicators including CSAT, NPS, sentiment trends, unresolved issues, communication delays, escalations, and delivery concerns.
• Build and maintain a practical at-risk account flagging framework to enable early, prioritized intervention before issues escalate.
• Partner with CS Managers to translate risk signals into timely account actions, recovery plans, and escalations, tracking whether mitigation efforts improve stability over time.

3) Metrics, Dashboards & Performance Reporting

• Own tracking and analysis of key CS metrics including satisfaction scores, retention indicators, account health, and team responsiveness.
• Build and maintain decision-oriented dashboards and recurring reports that highlight not just what is happening, but where action is required.

4) Process Adherence & CS Operational Discipline

• Monitor adherence to SOPs, communication standards, and CS operating rhythms, tracking task progress and accountability against account commitments.
• Identify process breakdowns contributing to poor customer experience or missed retention signals, and support rollout of improved workflows and quality standards.

5) Cross-Functional Coordination & Action Tracking

• Collaborate with CS Managers, Portfolio Managers, and Service Delivery teams to ensure critical customer issues are visible, escalated, and actioned appropriately.
• Consolidate customer feedback and recurring risk themes into structured insights, tracking follow-through on high-risk account commitments across teams.

6) Continuous Improvement & Strategic Initiatives

• Identify trends across customer signals and team execution to surface opportunities for stronger retention and operational improvement.
• Support strategic initiatives and recommend practical improvements to reporting, health reviews, and risk identification, contributing to a more proactive CS operating model.

Required Qualifications

• 2–4+ years in business analytics, customer success, customer operations, or project management.
• Strong analytical skills with ability to convert data into practical priorities and actions.
• Solid understanding of CS metrics including CSAT, NPS, churn risk, retention, and account health indicators.
• Proficiency with Google Workspace and comfort with spreadsheets, dashboards, and reporting tools.
• Excellent written and verbal communication with strong attention to detail and follow-through.

Preferred Experience

• Background in B2B services, agency, consulting, or outsourced delivery environments.
• Familiarity with Monday.com, Asana, Trello, or HubSpot.
• Experience with customer health frameworks, risk scoring, or retention-focused reporting.
• Experience supporting leadership-level reporting or operational decision-making for a department head.

Why us:

- Fully sponsored thrice-a-week lunches.

- Bi-annual festival bonuses as per local regulation.

- Menstrual leaves for female employees. (Conditions apply)

-Be part of a fast-growing international marketing agency serving North American clients.

-Competitive compensation packages tied to performance KPIs, with more employee perks in development.

-Work in a high-performance, fun, and politics-free environment.

-Collaborate closely with leadership and cross-functional teams.

-Gain exposure to global marketing standards and best practices.

-Grow your career in an organization that values ownership, ideas, and continuous learning.

-Make a visible impact as we scale and strengthen our presence in Bangladesh.