Customer Success Analyst

Are you passionate about technology and enjoy explaining complex solutions in a way that everybody gets excited? If so, read on!
About Picus
Picus Security, the leading security validation company, gives organizations a clear picture of their cyber risk based on business context. Picus transforms security practices by correlating, prioritizing, and validating exposures across siloed findings so teams can focus on critical gaps and high-impact fixes. With Picus, security teams can quickly take action with one-click mitigations to stop more threats with less effort.
The Picus Security Validation Platform easily reaches across on-prem environments, hybrid clouds and endpoints coupled with Numi AI to provide exposure validation. 
The pioneer of Breach and Attack Simulation, Picus delivers award-winning threat-centric technology that allows teams to pinpoint fixes worth pursuing, offering a 95% recommendation in Gartner Peer Review.
About The Role
If you’re a results-driven person with an entrepreneurial mindset, who takes the initiative and thrives in a dynamic environment, then this is a great opportunity to play a pivotal role in a fast-growing cyber security company. We are looking for a smart and driven leader to have a direct impact on the future of our business by helping to influence global adoption of our award-winning Picus Security Validation Platform.
As a Customer Success Analyst, you will play a pivotal role in supporting the Customer Success team through data-driven insights, reporting, and operational excellence. You will assist department management with business intelligence, administrative tasks, and cross-functional initiatives to enhance customer engagement and satisfaction. This is an excellent opportunity to join a dynamic team and contribute to the success of both our customers and our business.

What You'll Do

• Reporting & Analytics:
• Design, build, and maintain dashboards and reports to monitor customer health, usage trends, and performance metrics
• Analyze customer data to identify opportunities for growth, retention, and improvement
• Provide actionable insights and recommendations to the Customer Success team and management
• Business Intelligence:
• Collaborate with cross-functional teams (Sales, Product, Engineering, Support, CEO Office) to gather and analyze data for customer success initiatives
• Develop models and forecasts to support customer retention and expansion strategies 
• Operational Excellence:
• Assist department management in organizing team workflows, processes, and documentation
• Maintain and update customer records and success metrics in CRM and other tools
• Coordinate meetings, prepare presentations, and support project management efforts
• Monitor and track customer feedback, ensuring timely resolution of issues
• Contribute to customer advocacy initiatives, including surveys, testimonials, and case studies

What You Have

• 2-4 years in a Business Analyst, Customer/Sales Operations, or related role, preferably in a SaaS or cybersecurity environment
• Proficiency in business intelligence/data visualization tools 
• Advanced Excel skills
• Familiarity with CRM platforms 
• Excellent verbal and written communication skills
• Strong analytical mindset with the ability to synthesize data and solve complex problems
• Proven ability to manage multiple tasks and priorities in a fast-paced environment
• A passion for delivering exceptional customer experiences and driving success