Position Overview

This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Success Analyst. You'll play a key role in assisting our customers when issues arise, acting as a reliable point of contact throughout the investigation and resolution process. You'll work directly with customers to investigate their challenges, gather information, provide updates, and ensure they are assisted every step of the way.

This is a role for someone who enjoys problem-solving, communicating with customers, and taking ownership of delivering positive outcomes. You'll work closely with Product, Engineering, Support, and Customer Success teams to coordinate the resolution of client-raised issues, identify recurring themes, and help drive continuous improvement. Strong communication skills, attention to detail, and a customer-first mindset are essential, as you'll often be translating complex technical information into clear and meaningful updates that build customer confidence and engagement.

You'll also help identify trends, highlight potential risks, and ensure customer concerns are accurately represented internally, helping SBS continually improve the experience we deliver to our clients.

📍 Location: Yate, Bristol

🏢 Hybrid: Minimum of 2 days in the office per week

Responsibilities

What you’ll be doing:

• Client Issue Management: Act as the primary point of contact for assigned customer-raised issues, ensuring concerns are fully understood, appropriately prioritized, and progressed through to resolution;
• Customer Communication: Engage directly with customers via meetings, calls, and written communications, providing timely updates, managing expectations, and maintaining confidence throughout the investigation and resolution process;
• Issue Triage & Prioritization: Assess incoming incidents, defects, service requests, and enhancement requests, ensuring accurate categorization, prioritization, and routing in line with established processes and service levels;
• Investigation & Analysis: Conduct initial investigations into customer issues, gathering evidence, reproducing defects where possible, analyzing data, and coordinating with technical teams to assist in root cause identification;
• Cross-Functional Coordination: Work closely with Product, Engineering, Support, Professional Services, and Customer Success teams to drive issue resolution, remove blockers, and ensure customer commitments are met;
• Customer Advocacy: Champion the voice of the customer internally by ensuring customer concerns, business impacts, and priorities are clearly communicated to delivery and development teams;
• Ticket Tracking & Governance: Maintain accurate records of customer issues, actions, decisions, and progress updates within approved systems, ensuring transparency throughout the ticket lifecycle;
• Trend & Risk Identification: Monitor recurring customer issues and service trends, identifying opportunities for improvement, highlighting potential risks, and escalating concerns where appropriate;
• Knowledge Management: Create and maintain clear customer-facing and internal documentation, including issue summaries, troubleshooting guides, known errors, and resolution communications;
• Testing & Validation Support: validation activities for defect fixes, enhancements, and releases, working with customers and internal teams to confirm successful resolution before closure;
• Service Improvement: Contribute to continuous improvement initiatives by identifying process efficiencies, improving customer communication practices, and helping enhance overall service quality;
• Customer Success Collaboration: Partner with Customer Success Managers to provide operational insight into customer health, open issues, risks, and emerging concerns that may impact customer satisfaction or retention;
• Travel: Attend customer sites, workshops, and meetings as required to assist in issue resolution, relationship building, and service improvement activities.