Digital Customer Success Analyst / Specialist - Insights & Renewal Intelligence

Aspen Technology · India

Digital Customer Success Specialist, Insights & Renewal Intelligence

Customer Success | Digital Customer Success

Employment type

Full-time

Experience guide

3–6 years

Reporting line

Manager, Digital Customer Success

About the Role

You will own the account-intelligence and renewal-risk workstream, converting multi-source customer data into repeatable health reviews, early-warning insights, portfolio reporting, and actionable Customer Success narratives. The role combines hands-on analysis with process ownership, data quality, stakeholder coordination, and automation readiness.

About Digital Customer Success

Digital Customer Success provides structured, scalable Customer Success engagement for customers outside dedicated one-to-one coverage. The function combines customer intelligence, proactive risk identification, digital engagement, and cross-functional coordination to help customers realize value and enable account teams to take timely, informed action.

What You’ll Do

• Account health reviews: Build standardised reviews that combine renewal timing, product usage, entitlement, support activity, training, certification, version adoption and customer sentiment into clear strengths, risks and recommended actions.
• Early-warning and risk analysis: Maintain risk inputs, logic, thresholds and tiering; validate outputs and distinguish genuine customer risk from data gaps.
• Portfolio and segmentation: Maintain priority account cohorts using approved segmentation rules, renewal timing, risk triggers and stakeholder inputs.
• Renewal intelligence: Track renewal cohorts, surface concerns early and prepare account-level inputs for regional renewal reviews.
• Risk and leadership reporting: Produce concise account and portfolio reporting with evidence, data-quality caveats and recommended follow-up.
• CRM health narratives: Draft and maintain clear health, risk and next-step entries aligned to the review cadence.
• Data and source management: Extract, reconcile and quality-check information from CRM, BI, usage, support, training, version and survey sources.
• Cross-functional collaboration: Work with account teams, Customer Success Operations and technical data owners to validate context and recommendations.
• Documentation and controls: Maintain source links, definitions, standard operating procedures, quality checks, templates and cadence calendars.
• Automation and enablement: Help translate review and risk-reporting processes into scalable workflows while preserving quality and traceability.

What We’re Looking For

• Experience: 3–6 years in Customer Success operations, customer-health or renewal analytics, business analytics, data analytics or comparable work.
• Education: Bachelor’s degree in Engineering, Analytics, Business, Information Systems or a related discipline; equivalent relevant experience may be considered.
• Data capability: Advanced Excel skills and demonstrated experience handling and reconciling multiple data sources.
• Reporting tools: Hands-on experience with a business intelligence tool such as Power BI and experience working with CRM data.
• Business judgement: Working understanding of customer health, adoption, churn or attrition risk, renewals and Customer Success operating models.
• Communication: Ability to convert complex evidence into concise, defensible narratives and practical recommendations for business stakeholders.
• Operating discipline: High attention to detail, source traceability, documentation quality and recurring delivery commitments.

Preferred / Nice to Have

• Customer Success platforms: Experience with Gainsight or a comparable platform.
• Data and automation: Exposure to Snowflake or other data-warehouse extracts, Power Query, SQL, scripting or workflow automation.
• Relevant models: Experience developing health scores, early-warning models, renewal dashboards or executive account reviews.
• Industry context: Experience in B2B enterprise software or industrial software.

What Success Looks Like

• Reliable delivery: Account reviews, risk refreshes, reports and CRM narratives are accurate and completed against an agreed operating calendar.
• Actionable insight: Account teams can understand the evidence, validate the context and act on the recommendations.
• Data integrity: Material data gaps are visible and tracked rather than being misclassified as customer risk.
• Scalability: Processes and controls are documented and progressively standardised or automated without reducing quality.

How This Role Works

This role supports customers and internal stakeholders across multiple regions and requires effective collaboration in a globally distributed environment. The role enables account teams with structured insights or scaled engagement and does not replace commercial account ownership.