Customer Success Analyst II

Position Summary

Red Cat Holdings is a leading technology company focused on developing and integrating advanced unmanned aerial systems (UAS) and unmanned service vehicle (USV) solutions for military, government, and commercial operations. Through its family of subsidiaries, Red Cat delivers mission-critical technologies that support defense readiness, situational awareness, and operational efficiency across complex environments.

The Customer Success Analyst II supports customer operations, aftermarket services, and cross-functional business activities across Red Cat Holdings and its subsidiaries. This role combines customer success responsibilities with operational coordination, reporting, and data analysis to help improve customer satisfaction, business visibility, and operational efficiency.

The ideal candidate is organized, detail-oriented, and analytical, with experience supporting customer-facing operations in a fast-paced environment. This individual will collaborate closely with Customer Support, Finance, Revenue Operations, Sales Operations, Supply Chain, and subsidiary teams to ensure efficient execution of customer requests and internal business processes.

Essential Duties and Responsibilities

Customer Success & Operational Support

• Manage out-of-warranty service and repair requests, including customer communication, quotation coordination, approvals, and status updates.
• Support customer spare parts fulfillment activities across multiple business units and subsidiaries.
• Partner with Revenue Operations and Sales Operations teams to ensure accurate and timely processing of customer orders and requests.
• Monitor customer priorities and communicate potential issues or escalations to appropriate stakeholders.
• Assist with improving customer experience through process enhancements and operational support initiatives.
• Maintain strong relationships with internal and external stakeholders to ensure customer needs are addressed effectively.

Data Analytics & Reporting

• Develop, maintain, and analyze operational reports and dashboards related to customer support, repair operations, inventory, and order fulfillment.
• Track and report on key performance indicators (KPIs) and service metrics.
• Identify trends, process inefficiencies, and opportunities for improvement through data analysis.
• Generate recurring and ad hoc reports for leadership and cross-functional teams.
• Support inventory analysis, forecasting activities, and operational planning initiatives.

Cross-Functional Collaboration

• Work with Finance teams to maintain accurate customer pricing, service rates, and price lists.
• Coordinate with Supply Chain and Operations teams to support inventory planning and material availability.
• Collaborate across multiple Red Cat subsidiaries to support consistent customer support processes and reporting standards.
• Participate in continuous improvement initiatives focused on operational effectiveness and scalability.

Systems & Process Management

• Utilize CRM and ERP systems to manage customer information, operational workflows, reporting, and order tracking.
• Ensure data accuracy and integrity across business systems.
• Support the creation, maintenance, and improvement of standard operating procedures (SOPs) and business processes.
• Assist with system audits, data validation, and process documentation efforts.

Required Qualifications

• Bachelor's degree in Business, Operations, Analytics, Supply Chain, Finance, or a related field preferred.
• 2–4 years of experience in customer success, business operations, sales operations, customer support, business analytics, or a related field.
• Strong analytical skills with the ability to interpret data and communicate actionable insights.
• Experience supporting customer operations in a manufacturing, aerospace, defense, technology, or similar environment preferred.
• Ability to manage multiple priorities and projects simultaneously.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills and attention to detail. 
• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Outlook.
• Experience with CRM and ERP systems required.
• Microsoft Dynamics 365 and SAP Business One experience preferred.
• Experience creating reports, dashboards, and operational metrics.
• Comfortable working with large datasets and KPI reporting.
• Experience with business intelligence or data visualization tools is a plus.

Additional Desired Qualifications

• Self-motivated and capable of working independently while collaborating effectively within a team environment.
• Strong problem-solving and critical-thinking skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Adaptable and comfortable working in a dynamic, growing organization.
• Customer-focused mindset with a passion for operational excellence and continuous improvement.

Physical Requirements and Working Conditions

• Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.
• Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.
• Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.
• May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.
• Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.
• Occasional off-hours or weekend work required for emergency facility responses or projects as needed
• Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.

Background Check

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.

EEO and ITAR/EAR Work Authorization Disclosure

Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.

E-Verify

The company participates E-Verify ensure eligibility for employment and compliance with Right to Work rules.

Compensation: Base pay, plus generous annual equity package and potential bonuses.