Customer Success Analyst

Job Summary:

As a Customer Success Analyst at ProductPlan, you will play a key role in driving customer engagement, adoption, and success across our customer base. Working closely with our Customer Success team, you will support end user outreach and engagement initiatives, assist CSMs with day-to-day account activities, help execute customer campaigns that drive awareness and product adoption, and contribute to the go-to-market resources and training that keep our team operating at its best. This role is ideal for someone who is detail-oriented, proactive, and eager to make a meaningful impact on both the customer experience and the effectiveness of our CS team.

Duties & Responsibilities:

• Conduct proactive outreach to customers to drive awareness, engagement, and adoption of current and upcoming ProductPlan functionality.
• Support multi-threaded engagement across customer accounts by connecting with end users and stakeholders beyond the primary contact, helping to deepen ProductPlan's presence within customer organizations.
• Assist CSMs with meeting follow-ups, including summarizing action items, sending recap communications, and ensuring next steps are documented and tracked.
• Support CSMs with call preparation, including researching account health, usage trends, and relevant product updates ahead of customer touchpoints.
• Create, validate, and test customer campaigns in Pendo and HubSpot to ensure accurate targeting, messaging, and delivery.
• Handle bug ticket creation, testing, and validation in collaboration with the Customer Success and Product teams, ensuring issues are clearly documented and tracked through to resolution.
• Assist in the creation and maintenance of go-to-market documentation and customer-facing resources, including engagement templates, outreach guides, and product update communications.
• Support the development of internal training materials and CS team resources that help standardize best practices across the team.
• Maintain accurate records of customer interactions, outreach activity, and support tickets in the CRM system.
• Gather and document customer feedback to help identify common issues, usage trends, and opportunities for product improvement, sharing insights with the Customer Success and Product teams.

Experience, Education, & Skills:

• 2-3 years of experience in customer support, customer success, or a similar role, preferably within a SaaS or tech environment.
• Strong written and verbal communication skills with the ability to engage customers in a professional and personable manner.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Demonstrated ability to create clear, effective documentation including customer-facing resources, templates, or internal training materials.
• Experience with CRM and customer engagement platforms such as HubSpot or Salesforce.
• Familiarity with Pendo or similar in-app engagement and analytics tools is a plus.
• Customer-centric mindset with a genuine interest in helping customers succeed and a proactive approach to identifying opportunities to add value.
• Collaborative team player with a positive attitude and willingness to roll up their sleeves in support of the broader CS team.
• Familiarity with bug tracking and project management tools such as Jira or Azure DevOps is a plus.
• Bachelor’s degree in Business, Computer Science, or a related field.

About ProductPlan:

ProductPlan was founded in 2013 in Santa Barbara, California, with headquarters now in Denver, Colorado. Originally, we created ProductPlan to liberate people from building roadmaps using cumbersome tools like spreadsheets and slide decks. It's been amazing to watch it grow into what it is today—a system of record for product-led companies, worldwide.

We share 3 core values that are central to everything that we do - hustle, humility and heart and we look for people who are curious, inventive, and work to be a little better every single day. ProductPlanner’s are eligible for a wide range of benefits and perks, including:

• Flexible PTO
• Comprehensive health, dental, and vision insurance
• 401k with employer match
• Employer paid Short Term Disability Insurance
• Employer paid Life/AD&D Insurance
• Paid parental leave
• Performance-based incentives

Salary Range: $58,000 - $70,000 + Bonus Eligible 

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team. The application window for this role will be open until at least 6/12/2026. This opportunity will remain online based on business needs which may be before or after the specified date.