Business Process Analyst: Customer Success

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 pla...