Customer Success Analyst

Overview

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities in less than 14 years. As a subsidiary of Constellation Software Inc., we are part of a global enterprise software conglomerate with a presence in 100+ countries. We offer a broad portfolio of market-leading, vertical-market enterprise solutions across more than 100 industry domains in mature markets, enabling professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office has progressed into a full-service Global Centre serving all functions and departments at both divisional and operating group/corporate levels. Contour employees in Karachi, Lahore & Islamabad serve CSI divisions worldwide, from Sydney to Vancouver. With the growth of Constellation, we are just getting started.

Division

Constellation's Dealership Group provides software and related services to dealerships across North America. It includes market-leading product lines offering mission-critical software across Outdoor Power Equipment (OPE), Power Sports, Agriculture, Lift Truck, RV, and Marine markets. The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company with annual revenues of approximately $3.5 billion.

Position

The Constellation Dealership Groups OPE Business team is seeking a Customer Success Analyst to join our Lahore office. This role leverages customer data to provide actionable insights that enhance the customer experience and reduce controllable attrition. The ideal candidate is analytical, customer-focused, and proactive, with the ability to translate complex data into clear recommendations for cross-functional teams.

Key Responsibilities & Outcomes

• Attrition Reduction: Deliver insights that help reduce controllable customer attrition by 15%.
• Customer Attrition Analysis:
  • Gather, validate, and reconcile data from multiple sources.
  • Develop and maintain an exit interview process.
  • Identify and share customer churn trends with management.
• Net Promoter Score (NPS) Management:
  • Partner with a 3rd-party marketing provider.
  • Manage customer lists, follow-up with non-respondents, and ensure system updates.
  • Generate and analyze reports to identify customer sentiment trends.
• Support Ticket Analysis:
  • Highlight recurring product or R&D issues by analyzing support tickets.
  • Recommend priority customers for proactive outreach.
• Customer Health Reporting:
  • Create and distribute customer report cards (ticket statistics, product usage, survey results).
  • Categorize customers into red, yellow, or green risk levels for management follow-up.
• Ad-Hoc Analysis: Support leadership with one-time or special analytical projects as needed.

Core Competencies

• Financial & Analytical Acumen: Ability to perform deep data analysis and translate findings into actionable strategies.
• Excel Expertise: Advanced proficiency with large datasets, pivot tables, data merging, integrations, reporting, and dashboard creation.
• Communication Skills: Strong written and verbal presentation abilities; capable of simplifying complex insights.
• Work Ethic: Proactive, efficient, and self-directed, with persistence in problem-solving.
• Collaboration: Strong interpersonal skills to effectively partner with cross-functional leadership teams.

Educational & Technical Requirements

• Bachelor's degree (preferred in Accounting, Business Management, or related field).
• 1–3 years of data analysis experience (Financial Planning & Analysis, Sales Operations, Marketing, or related).
• Basic accounting knowledge preferred.
• Strong command of Microsoft Office, especially Excel (advanced level).
• Familiarity with Windows operating systems and basic hardware troubleshooting.
• Excellent attention to detail with the ability to learn quickly.
• Customer service orientation: polite, professional, and tactful in communication.
• Outstanding command of English (written and spoken); international exposure (North America/UK) is a plus.

Work Schedule

• Standard Hours: 9:00 AM – 6:00 PM (Eastern Standard Time).
• Flexibility: Must be willing to work weekends if required.

Benefits We Offer

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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