Customer Success Analyst

User Research & Product Positioning

• Conduct in-depth interviews with a minimum of 20 prospective or early-stage users to inform product adoption and positioning
• Document weekly check-ins with at least five (5) active users to capture refinement insights and usage patterns
• Plan and execute one focus group per product (SpurtX!, Score!, Spur!, Spark!, Spot!, Sync!) each quarter to validate messaging, value propositions, and feature relevance
• Synthesize qualitative insights into clear recommendations for product, marketing, and leadership teams

Customer Success & Executive Support

• Provide end-to-end product support for Zora Labs founders, maintaining a guaranteed 24-hour turnaround on all user queries
• Deliver tailored onboarding experiences for new users within 72 hours of approval or greenlight
• Act as a trusted point of contact for founders and power users, ensuring issues are resolved efficiently and professionally
• Maintain a minimum 90% Net Promoter Score (NPS) across all Spurt! product lines

User Education & Customer Retention

• Develop and promote at least two (2) high-quality product education videos per month, explaining new features or workflows
• Own and manage the SpurtX! product newsletter, ensuring content directly addresses user questions, interests, and relevant industry insights
• Publish a fortnightly expert insights micro-newsletter on Twitter aligned with product learning and user needs

Reporting & Feedback Loops

• Review, test, and continuously update website copy and visuals based on user testing data and behavioural insights
• Produce actionable weekly reports covering customer feedback, user needs, bug summaries, and UX insights for Engineering and Product teams
• Respond to all bug reports and user feedback within a maximum of six (6) hours, ensuring resolution within one (1) business day where feasible
• Monitor and report on Customer Acquisition Cost (CAC), usage trends, and system health indicators
• Maintain structured feedback pipelines to ensure insights are tracked, prioritised, and acted upon

Requirements:

• Background in product management, customer success, marketing, communications, UX research, or a related field
• Demonstrable experience in user research, customer support, or customer success roles
• Familiarity with SaaS products, digital platforms, or startup environments
• Experience working with cross-functional teams, particularly product and engineering
• Comfortable using productivity and collaboration tools (Google Workspace, Microsoft Office, CRM, or support tools)
• User-Centric Mindset: Advanced capability in user interviewing, focus group facilitation, empathy mapping, and qualitative research
  
• Strong Communication: Excellent copywriting skills for web, email, and social platforms; confident verbal communicator with users and internal teams
  
• Content & Education: Ability to design, produce, and promote video and written educational content
  
• Analytical Thinking: Skilled at translating raw user data and feedback into structured insights and weekly reports for technical teams
  
• Execution Discipline: Highly organised, detail-oriented, and comfortable managing multiple products with strict SLAs
  
• Agility: Able to support six (6)+ products simultaneously in a fast-moving startup and consulting environment
  
• Professional Judgement: Discreet, reliable, and capable of representing the organisation in high-trust user interactions