Customer Success Analyst

About the role

A proactive Customer Success Analyst is sought to act as the main liaison for the client base, guiding customers through SunFi's financial products so they can stay satisfied and succeed long term. The role builds strong, lasting relationships and customer loyalty.

Key responsibilities

• Act as the primary advocate for an assigned group of clients, managing their accounts and meeting their needs
• Initiate regular check-ins and hold value-focused conversations following company protocols
• Manage payment reminders and follow up on overdue accounts to protect the portfolio's financial health
• Serve as first point of contact for troubleshooting and resolving customer inquiries
• Identify complex issues, follow escalation procedures and resolve matters within set timeframes
• Contribute to team meetings, strategy sessions and collaborative projects
• Keep records accurate and up to date in Zoho CRM, Monday.com and Google Sheets
• Master internal customer success workflows and use product knowledge to help clients get maximum value
• Analyse recurring client issues and propose strategies to improve retention
• Complete client management duties within scheduled shifts and rotations, staying available for incoming calls
• Work with sales, product and marketing to share client insights and improve products and services

Required profile

• Proven ability to build and maintain strong professional relationships
• Dedication to client success and commitment to exceptional service
• Advanced problem-solving, critical thinking and strong written and verbal communication
• Experience managing customer initiatives across diverse client portfolios
• Solid understanding of solar financing solutions, or the ability to learn them quickly
• Prior experience in technology-driven or fast-paced environments
• Excellent time management, organisation and ability to work under pressure

Required skills

• Proficiency with project and customer management software
• Competence in logging, tracking and processing support interactions
• Strong advisory capabilities and constructive feedback on operational improvements