Customer Success Analyst

**Our vision**
At Rotate, we’re building the go-to team for commercial decision-making tools in the air cargo industry. By combining cutting-edge software with deep industry and strategy consulting expertise, we help global organizations transform data into actionable insights for smarter, faster decisions. As we grow, we’re looking for curious, analytical, and customer-obsessed individuals to help us scale our impact — and that’s where you come in.

**What you’ll be doing**

As a Customer Success Analyst, you’ll play a key role in helping our customers succeed by translating data into insight and insight into action. You’ll work closely with Customer Success Managers, Product, and Data teams to ensure our clients are engaged, supported, and equipped with the information they need to get maximum value from our products.

**Responsibilities**:
**Analytics & Insights**
- Analyze customer usage data to track adoption, flag risks, and identify opportunities for upsell or optimization.
- Develop and maintain customer health metrics, dashboards, and structured reporting.
- Respond to ad-hoc analytical requests from internal and external stakeholders.

**Customer Engagement & Adoption**
- Support new customer onboarding through training sessions, integration assistance, and data management.
- Design and execute adoption initiatives to drive product usage and value realization.
- Run regular update calls and prepare executive reports (e.g., QBRs) to maintain customer engagement.
- Provide Level 1 functional and technical support to reduce load on CSMs and Support.

**Product Partnership**
- Collect and organize customer feedback, drafting initial requirements for Product review.
- Assist in product testing and validation of new features from a customer perspective.
- Participate in selected pre-sales demos to provide product expertise or insights.

**Process & Enablement**
- Help shape the customer journey by identifying patterns and recommending improvements to onboarding, training, or support.
- Develop playbooks, FAQs, and light documentation for recurring customer questions.
- Collaborate with data engineering to ensure insights are accurate, scalable, and aligned with platform capabilities.
- Identify and address gaps in customer data management, health scoring, and internal handovers.

**What you’ll need**

We value independent thinkers who are data-savvy, customer-minded, and motivated by solving real problems. You’ll fit in well if you enjoy working in a fast-paced, informal (yet professional) startup environment.
- A technical/quantitative degree or a similar educational background.
- 3+ years of experience in data extraction, transformation, and loading in a modern data infrastructure.
- Hands-on experience with modern data tools (e.g., Databricks, Airflow, or similar).
- Proficiency in Python and SQL.
- Strong analytical skills and experience delivering insights from data.
- Strong communication skills - you can turn data into a clear narrative.
- Comfortable collaborating with both technical and customer-facing teams.
- A proactive mindset - you enjoy digging into data to uncover insights and solve problems.
- Fluent in English (spoken and written).
- Willingness to travel occasionally, if needed.
- Affinity or experience in the aviation industry is a plus.
- Resident of Malaysia and holder of a valid Malaysian work permit.

**Why Work at Rotate?**

We are building a team keen to solve an endless list of complex problems in an exciting industry. Our products will be critical to airlines’ commercial decision-making and will be built from scratch leveraging the latest technology stack. We will tailor your development and career ambitions - ensuring you share in the success.

In addition to excellent compensation, we think you’ll be proud and motivated to build a career at Rotate because you will be able to:

- ** Build things that matter.** Solve complex problems in a critical industry. Partner with airlines to co-develop data-driven SaaS products with the latest technology stack. Drive efficiency and sustainability in global supply chains.
- ** Write your own story.** Feel like an entrepreneur within a well-funded company and established team. Help us build Rotate and share in our joint success. Partner with us to tailor your development and career ambition.
- ** Live unforgettable experiences**. Get exposed to different cultures, go on unforgettable offsites, experience the highs and lows of start-up life and if you’re keen, travel the world and eat sushi in Tokyo

**Where is the position located?**
This role is based in our newly established office in Kuala Lumpur, Malaysia. Our Malaysia office specializes in Software Engineering, Data Engineering, and Data Analysis. You will collaborate with talented tech colleagues.