Customer Success Analyst at DistillerSR in Kanata, Ontario, CA

About Us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. 

Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market.

At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work. 

Scope of the Role:

This role drives our low-touch Customer Success function, leveraging a robust tech stack that includes ChurnZero and the Pendo telemetry platform. This role also supports our Customer Success Managers, who advise our enterprise customers as they map their business requirements to comprehensive solutions using the DistillerSR platform.

Duties and Responsibilities:

Platforms & Data Intelligence

• ChurnZero Platform Ownership: Serve as the internal expert and administrator for ChurnZero:

• Manage and optimize health scoring, ensuring scores accurately reflect customer product adoption and business value realization.
• Design, build, and maintain automation, playbooks, and campaigns within ChurnZero to scale Customer Success efforts and drive specific customer behaviours.
• Ensure data integrity between ChurnZero and other business systems (e.g., Pendo telemetry, Salesforce CRM, Maxio billing).

• Product Telemetry Analysis: Continuously analyze and interpret raw product usage data and telemetry to derive actionable insights on customer adoption, feature usage, and workflow friction points.

• Create adoption reports and dashboards for internal stakeholders, translating product data into business impact.

• Tech-Touch Customer Success: Develop, implement, and refine scaleable, Customer Success programs based on telemetry and customer-health data to nurture both low-touch and high-touch accounts.

Customer Relationships & Engagement

• Identify opportunities to engage with key accounts, prioritizing outreach and intervention based on triggers, health scores, and adoption gaps identified through ChurnZero and product telemetry.

Account Adoption, Growth, and Retention

• Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
• Proactively identify at-risk customers.  Develop and implement retention plans, maintaining internal visibility through regular updates.
• Detect and act upon early signals of expansions, contractions, and at-risk renewals.  Design playbooks for CSMs to address them, including Account Executive engagement or escalation where appropriate.
• Prepare dashboards and presentations that report on past renewal results and renewal forecasts.
• Supplement the first line of support when necessary, helping customers resolve issues.
• Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Cross Functional Partnership 

• Collect key business and user insights to develop strategic plans and a long-term vision for customer accounts.
• Translate customer feedback into actionable product insights for the Product team.
• Promote customer satisfaction through application of product knowledge and technical expertise.
• Collaborate with Sales on demos, RFP processes, and key client discussions.

Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable consultations with personnel will be made, if possible, under business conditions.  Occasional travel may be required.