Customer Success Analyst

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.

Required Skills & Qualifications

Technical & Analytical

• 2–4 years of experience in a SaaS Customer Success, Account Management, or related role
• Hands-on proficiency with ChurnZero or a comparable CS platform (Gainsight, Catalyst, Totango)
• Demonstrated experience analyzing product telemetry or usage data to drive adoption decisions
• Familiarity with data visualization and reporting tools (Looker, advanced Excel/Google Sheets)
• Comfortable working across a modern tech stack including Salesforce, Pendo, and productivity suites (Microsoft Office, Google Workspace)
• Working knowledge of core CS metrics: TTV, NRR, Customer Health Scoring

Communication & Relationships

• Exceptional communicator — equally comfortable presenting to executives and troubleshooting with practitioners
• Proven ability to build trusted, long-term relationships
• Strong facilitation and workshop skills; able to document and translate complex ideas clearly

Mindset

• Self-directed and proactive — you don't wait to be told where the problems are
• Analytically rigorous with sharp attention to detail
• Calm under pressure with a solutions-first orientation

Preferred Skills & Qualifications

• Background in life sciences, library sciences or bio sciences
• Experience in a regulated industry such as pharma, medical device, or governmental agency
• Experience with systematic reviews or evidence-based research workflows
• Experience in working with customers to implement web-based applications
• Previous experience in software sales or RFP processes

Salary range: $65,191 - $91,200

Compensation is determined based on factors such as experience, skills, and overall fit for the role. If you’re excited about the opportunity but the listed salary range doesn’t fully align with your expectations, we still encourage you to apply. We’re open to discussing a competitive package that reflects your background and expertise.

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth-minded individuals who want to join and make a positive impact doing purposeful work. We offer:

• Flexible work hours and work arrangements
• Benefits coverage from Day One
• Annual winter holiday shutdown
• Three weeks vacation
• Wellness reimbursement
• Professional development support
• Career growth opportunities
• Great culture working in the heart of the Kanata North Tech Park

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.