Customer Success Analyst

Minerva Defense, Inc. is a pioneering startup dedicated to advancing the arts and sciences to strengthen national security and promote prosperity. The Customer Success Analyst will ensure customer satisfaction by addressing inquiries, resolving issues, and providing exceptional support while analyzing customer data to improve services and enhance the overall customer experience.

Responsibilities

• Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement
• Translate complex data sets (using SQL, Python, Tableau, or Excel) into actionable insights that inform strategy
• Monitor key metrics to proactively identify at-risk customers and assist in developing retention strategies
• Collaborate with product teams to improve features based on user data and refine internal customer success workflows

Skills

• Bachelor's degree in data analytics, business administration, marketing, or related fields
• Ability to analyze customer data, track metrics (e.g., churn rate, usage statistics), and provide actionable insights
• Strong communication, problem-solving, and relationship-building skills are critical for managing client relationships and reducing churn
• US Citizenship
• Must have or be able to obtain a Top Secret Clearance
• Previous experience in a client-facing role, such as customer success, consulting, or account management
• Familiarity with CRM systems (EspoCRM), project management tools, or data visualization software (e.g., SQL, Excel)
• Certifications: Certified Customer Success Management Professional (CCSMP)

Benefits

• Low deductible BCBS Gold Health insurance
• Dental
• Vision
• ADD
• Life
• Short Term and Long Term disability coverage
• Automatic 5% contribution to 401k
• Professional development and education program with generous cost sharing
• Equity incentive
• Generous bonus opportunities
• A culture made to reward and celebrate doers

Company Overview