Customer Success Analyst

Nebula

Customer Success Analyst analyzing data and optimizing customer service workflows for a SaaS technology business. Collaborating with internal teams to enhance customer experience and reporting structures.

Posted 5/23/2026full-timeCape Town • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Identify inefficiencies in the support workflow & recommend improvements
Assists in developing automation solutions
Works with the Customer Success team to streamline client responses and improve service levels
Improve internal workflows to increase efficiency
Work closely with internal teams to ensure smooth handovers from new customers to onboarding
Supports internal teams by improving workflows, handling client queries, customer escalations and ensuring smooth internal operations within Customer Success
Partner with CS, product and other teams to improve overall customer experience
Align with internal teams (marketing, CS, etc.) on customer communication plans and training content
Creates training materials, delivering workshops and maintaining an up-to-date knowledge base
Assist in training support
Helps identify opportunities for training and development
Ensures internal team members are equipped with the necessary skills, knowledge and best practices to enhance the customer interactions
Generate reports and dashboards to provide visibility on customer health for internal teams
Create customer dashboards and reports
Analyse customer engagement, product usage, and account activities to assess customer health
Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment, helping them optimize costs, usage and overall efficiency
Identify early signs of potential churn or dissatisfaction and flag accounts for intervention
Analyse usage data to identify opportunities for increased adoption of product features

Requirements

What you’ll need

Relevant degree or Diploma
3+ years in data analytics, business intelligence, or SaaS customer success strategy
Knowledge of SQL, Python, R (if required), and data visualization tools
Knowledge of AI/ML for predictive analytics (preferred)
Proven ability to develop scalable reporting infrastructure for large datasets
Strong storytelling ability to translate data into actionable insights

Benefits

Comp & perks

20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually!
High spec laptops and equipment for you to comfortably work remotely.
A once off at home office allowance to set up your home office.
Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too.
Grow your skills and learn something new with paid for Microsoft courses and certifications.
Take up a hobby and unlock a training allowance every 2 years to do something non-work related.
Give back by participating in our Culture and Social Responsibility initiatives.
Free Gap cover

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticsbusiness intelligenceSQLPythonRdata visualizationAIMLreporting infrastructurepredictive analytics

Soft Skills

storytellingcommunicationtrainingcollaborationproblem-solvingcustomer engagementworkflow improvementclient supportteamworkadaptability

Certifications

relevant degreediploma