Job Description

About the role

We’re looking for a Senior Product Analyst to support a wide range of innovative and impressive customers across all segments to deliver customer success at scale.

• You will sit at the nexus of our product, GTM, and marketing teams, driving platform growth and transforming the way the world leases office space and manages properties. This role will be a part of the dynamic and growing GTM team; balancing equal parts proactive and reactive. The customer journey begins with the meticulously designed onboarding process. Your role will lay the foundation for a healthy customer by ensuring their primary workflows are onboarded successfully. You’ll monitor product health and user behavior to spot issues early, respond quickly to inbound tickets and alerts, and drive training, onboarding, and ongoing adoption, so teams get real value from the product.

What you’ll do

• Proactive monitoring and insight
• Carry out onboarding plans, by holding customers accountable, to ensure customers successfully launch their primary workflows within 90 days
• Maintain dashboards and alerts that give the team a clear view of product performance.
• Partner with Product to track support and adoption KPIs and identify trends by segment, workflow, and feature that inform roadmap and GTM decisions
• User training, onboarding, and adoption
• Lead or co-host recurring training sessions to help new and existing users build strong habits in the product.
• Create and maintain concise training materials (guides, short videos, checklists) to support self-service learning.
• Identify underutilized teams or users and proactively offer targeted coaching or small group sessions.
• User feedback and advocacy
• Proactively collect user feedback via surveys, short interviews, and in-product prompts.
• Synthesize feedback into clear, actionable summaries for Product, Design, and Engineering.
• Advocate for users in roadmap and scoping discussions, grounding recommendations in data and feedback.
• Reactive support and issue resolution
• Triage and resolve incoming support requests via email, chat, and in-app channels with fast, accurate, empathetic responses.
• Investigate product issues by reproducing problems, checking logs, and gathering context before escalating.
• Own user communication during incidents and bugs, including status updates and resolution summaries.
• Continuous improvement
• Identify patterns in tickets, alerts, and adoption gaps and propose changes that address root causes.
• Collaborate with Product on better onboarding, in-app guidance, and training content.
• Provide structured feedback after launches on what worked, what didn’t, and what to adjust next time.
• Work with Product teams to identify, document, and surface new product feature requirements and feature enhancement ideas from support, trainings, and customer conversations.

Who you are

• 3+ years in product support, technical support, customer success, or a similar customer-facing SaaS/tech role.
• Experience running product trainings, onboarding sessions, or office hours.
• Comfortable working with product metrics and basic analytics tools; you like digging into dashboards and spotting 1 anomalies.
• Strong written and verbal communicator who can translate technical issues into clear, user-friendly language.
• Experience working with APIs and integrations in a SaaS environment, and using that knowledge to troubleshoot issues.
• Naturally proactive: you monitor, ask questions, and suggest improvements rather than waiting for tickets to pile up.
• Empathetic with users, and structured and crisp in how you document and share information internally.
• Familiarity with tools like Freshdesk, Jira, Amplitude. • Bonus: familiarity with product analytics and BI tools

Success in this role looks like

• Fewer surprise incidents because issues are caught via monitoring or early feedback.
• Faster diagnosis of critical bugs thanks to strong triage and clear reproduction steps.
• New users hitting key activation milestones faster and with fewer “how do I…?” questions.
• Teams that attend trainings showing sustained adoption and deeper use of core features.
• Clear, consistent visibility into user pain points and wins for the Product team.
• Measurable improvements in support and adoption metrics over time.