Business Process Analyst – Customer Success
Location: Mexico City – Hybrid. Expected onsite Mondays, Tuesdays, and Thursdays with flexibility for business obligations.
Reporting to: Global Business Process Manager.
Responsibilities
Analyze and optimize Customer Success processes (onboarding, adoption, support, renewals, and expansion).
Design end‐to‐end processes (AS‐IS / TO‐BE) with a focus on retention and revenue growth.
Improve renewal and contract lifecycle management, churn reduction, customer retention, upsell/cross‐sell, and account expansion.
Analyze metrics such as ARR, MRR, churn, retention, NRR, GRR, and Customer Health Score to generate data‐driven insights and support forecasting.
Collaborate with Sales, Finance, IT, and Customer Success teams.
Promote process automation, scalability, and standardization (SOPs and workflows).
Ensure data quality in CRM and Customer Success platforms.
Qualifications
Experience with Busines...