What are the responsibilities and job description for the Customer Success Analyst Or Engineer (Secret Clearance) position at ROI Services LLC?
Customer Success Analyst
Type: Full-Time
Location: Dayton, OH, or Huntsville, AL
Start Date: On or after June 5th, 2026
ROI is looking for a customer success analyst to identify, analyze, and interpret customer data to drive retention, product adoption, and satisfaction. They will create reports and dashboards, uncover trends to reduce churn, and provide actionable insights for the Product Manager, Solutions Engineer, and Customer Success Engineer to optimize the customer journey.
Primary Duties
- Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement.
- Translate complex data sets (using SQL, Python, Tableau, or Excel) into actionable insights that inform strategy.
- Monitor key metrics to proactively identify at-risk customers and assist in developing retention strategies.
- Collaborate with product teams to improve features based on user data and refine internal customer success workflows.
Required Qualifications
- Bachelor’s degree in data analytics, business administration, marketing, or related fields
- Ability to analyze customer data, track metrics (e.g., churn rate, usage statistics), and provide actionable insights.
- Strong communication, problem-solving, and relationship-building skills are critical for managing client relationships and reducing churn
- US Citizenship
- Must have or be able to obtain a Top Secret Clearence
Desired Qualifications
- Previous experience in a client-facing role, such as customer success, consulting, or account management
- Familiarity with CRM systems (EspoCRM), project management tools, or data visualization software (e.g., SQL, Excel).
- Certifications: Certified Customer Success Management Professional (CCSMP)
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Benefits
401(k)
Health Insurance
Dental Insurance
Life Insurance
Paid Time Off
Flexible Spending Account
Vision Insurance
Salary : $90,000 - $160,000