Customer Success Analyst

Responsibilities

• Map client needs throughout their journey with Frenet to ensure they achieve their business objectives
• Execute and optimize strategies for engagement, retention, and revenue expansion (cross-sell and up-sell)
• Manage a mid-market client portfolio, acting as the primary point of contact
• Co-construct CS processes, playbooks, and rituals for the mid-market vertical, from onboarding to churn prevention
• Proactively identify churn risks and implement preventive action plans
• Conduct strategic follow-up meetings and transform portfolio data into actionable insights
• Maintain strategic information, history, and opportunities within HubSpot

Requirements

• Previous experience in Customer Success or Sales with a proven track record in portfolio management
• Strong understanding of CS metrics, including retention, churn, NRR, and engagement
• Analytical thinking and a proactive, questioning mindset
• Consultative approach with strong rapport-building skills
• Familiarity with technology and the use of AI in daily workflows
• High level of organization, flexibility, and adaptability

Preferred Qualifications

• Experience using CRM tools, specifically HubSpot
• Background working in SaaS or e-commerce/logistics platforms
• Experience in structuring CS processes or playbooks

About the Company

Skydropx - Frenet is an international company operating in a dynamic, evolving environment. We are focused on transforming the customer experience and building scalable success journeys for our clients.