Digital Customer Success Analyst / Specialist - Insights & Renewal Intelligence

Aspen Technology · India

The Role (Job Summary)

Digital Customer Success delivers structured, scalable Customer Success for customers who sit outside dedicated one-to-one Customer Success Manager coverage, using data, analytics, community and targeted outreach to drive consistent value realisation. In this role you will own the account-intelligence and renewal-risk engine for the function. You will turn multi-source customer data into repeatable account health reviews, early-warning and risk analysis, renewal-risk reporting and CRM health narratives that help account teams identify and act on adoption or renewal risk early. The role combines hands-on analysis with process ownership, data quality, cross-functional coordination and automation readiness, working from our Pune delivery centre in support of customers across APAC, EMEA and the Americas.

Your Impact (Job Description)

• Account health reviews: Build standardised customer-health and account reviews that combine renewal timing, product usage and entitlement, support activity, training and certification, version adoption and customer sentiment into clear strengths, risks and recommended actions.
• Early-warning and risk analysis: Maintain and refresh the risk model — inputs, logic, thresholds and High/Medium/Low tiering — validating outputs and distinguishing genuine customer risk from data gaps.
• Portfolio and segmentation: Maintain the account portfolio and priority segments using segmentation rules, renewal timing, risk triggers and leadership inputs.
• Renewal intelligence: Track renewal cohorts, surface issues early enough for action, and prepare account-level inputs for regional renewal reviews.
• Risk and leadership reporting: Produce account-level and portfolio risk reporting for account teams and leadership, including data-quality caveats and recommended follow-up.
• CRM health narratives: Draft and maintain concise health, next-step and risk entries in the CRM, aligned to the risk output and regional review cadence.
• Data and source management: Extract, reconcile and quality-check data from CRM, BI tools and usage, support, training, version and survey sources, and coordinate closure of missing-data gaps.
• Cross-functional collaboration: Partner with Strategic Account Managers, Solution Consultants and Customer Success Operations to validate account context and recommended actions, without changing account ownership.
• Documentation and controls: Maintain source links, data definitions, standard operating procedures, quality checks, templates and cadence calendars so processes are repeatable and auditable.
• Automation and enablement: Help translate reviews, risk reporting and narrative processes into scalable, automated workflows on a Customer Success platform while preserving data quality and controls.

What You’ll Need (Additional Job Description)

Years of Experience

3–6 years of experience in Customer Success operations, renewal or customer-health analytics, business or data analytics, or a comparable role, preferably within a B2B enterprise software or industrial software environment.

Education

Bachelor’s degree in Engineering, Analytics, Business, Information Systems or a related discipline. Equivalent relevant experience will also be considered.

Technical Skills

• Advanced Excel and strong data-handling capability across multiple large data sources.
• Hands-on experience with a business intelligence tool such as Power BI, including building and maintaining reports and dashboards.
• Experience working with CRM data; Salesforce strongly preferred.
• Ability to reconcile multiple data sources and translate complex account data into a concise, defensible narrative with actionable recommendations.
• Working understanding of customer health, product adoption, churn and attrition risk, renewals and Customer Success operating models.
• Desirable: experience with a Customer Success platform (for example Gainsight), data-warehouse extracts (for example Snowflake), Power Query, SQL or basic scripting and automation.
• Desirable: experience developing health scores, early-warning models, renewal dashboards or executive-level account reviews.

Soft Skills

• High attention to detail, with a strong focus on data integrity and source traceability.
• Structured and disciplined approach to documentation, process ownership and recurring delivery cadences.
• Clear written and verbal communication, with the ability to present analysis and recommendations to account teams and senior leadership.
• Strong cross-functional collaboration skills and comfort working with global stakeholders across time zones.
• Self-starter who can manage competing priorities, work independently and escalate appropriately.
• Analytical and curious mindset, with a bias towards simplification, standardisation and automation.