Customer Success Analyst

Customer Success Analyst

At Intelex, you'll join a global leader in Environmental, Health, Safety, and Quality (EHSQ) software, trusted by more than 1,300 organizations and 1.6 million users worldwide. For over 30 years, Intelex has helped companies improve performance, reduce risk, and maintain compliance with international standards. We're proud to be consistently recognized as a Great Place to Work, a Best Workplace in Technology, and a company with one of Canada's Most Admired Corporate Cultures. At Intelex, you'll find a collaborative, growth-oriented environment where your work directly impacts customer success and long-term partnerships.

As a Customer Success Analyst, you will play a critical role in building strong, long-lasting relationships with a portfolio of Intelex customers. Your mission is to drive adoption, retention, and customer loyalty by proactively partnering with customers and helping them realize value from our platform. You'll engage with customers primarily through email and virtual meetings (Teams/Zoom), acting as a trusted advisor who understands their business goals, challenges, and success metrics. While experience in Customer Success or EHSQ software is a plus, we're ultimately looking for someone who is organized, adaptable, analytical, and deeply committed to helping customers succeed.

Own and manage customer relationships within your portfolio, focusing on adoption, retention, and long-term value

Build trusted advisor relationships with customers at various levels, including Director and VP stakeholders

Proactively identify risks, opportunities, and improvement areas to enhance the customer experience

Advocate for customer needs internally by collaborating with Product, Services, Support, and Account Management teams

Educate customers on product updates, roadmap initiatives, and Intelex programs

Track customer health metrics and maintain clear success plans and action items

Identify and manage risks through to resolution, ensuring timely follow-up and communication

Conduct Strategic Business Reviews for key and strategic accounts

Capture customer success stories and support reference and advocacy initiatives

Partner with Services and Account Management to support account growth through adoption, up-sell, and cross-sell opportunities

Contribute to Customer Success campaigns in partnership with Marketing and CS leadership

Continuously develop product knowledge to confidently communicate value and roadmap direction

2+ years of experience in a SaaS or technology environment (Customer Success, Account Management, Consulting, Project Management, or similar)

Strong written and verbal communication skills in English

Proven ability to build and maintain strong customer relationships

Analytical mindset with strong problem-solving and decision-making skills

Experience working with CRM and/or customer support platforms

Ability to manage multiple priorities with strong organization and attention to detail

Demonstrated success supporting customer retention and satisfaction

Empathetic, patient, and confident communicator

Comfortable engaging with diverse stakeholders and personality types

Self-motivated, curious, and eager to learn

Adaptable and positive in a fast-paced environment

Results-oriented with a strong sense of ownership

Bachelor's degree, college diploma, or equivalent practical experience in Computer Science, Information Systems, or a related field

Opportunity to work with a global, market-leading SaaS company

A collaborative and inclusive culture that values growth and learning

Exposure to enterprise customers across multiple industries

Ongoing professional development and product enablement

Competitive compensation and benefits package

Flexibility to work in a hybrid or remote environment (role dependent)

A clear path to grow your career in Customer Success and beyond

Intelex is committed to creating an inclusive workplace where diverse perspectives are valued. We encourage applications from all qualified candidates, regardless of race, ethnicity, gender identity, sexual orientation, age, disability, or background. If you require accommodations during the recruitment process, we're happy to support you.