Full-Time Senior Customer Success Analyst

Senior Customer Success Operations Analyst (CSOA) will be responsible for collecting, preparing, maintaining, and analyzing data related to Customer Success operations. Taking directions from key leadership, the CSOA will rely on team support and feedback while being independently accountable for delivering results.

The successful CSOA will demonstrate natural curiosity and technical proficiency to build and analyze KPIs, offering insight consumable by a wide variety of audiences.

Responsibilities:

• Compile and analyze data from various systems and databases for meaningful Customer Success analytics and KPI measurements for end-users.
• Gain a thorough understanding of data, collection systems, and reporting.
• Suggest and implement solutions to optimize reporting and processes.
• Develop business analytics, interactive dashboards, and reports providing actionable insights to improve business performance and revenue growth.
• Actively contribute to the development and continuous improvement of reports, data extracts, and analytics.
• Collaborate with end-users through proactive outreach, understanding reporting requirements, and providing insightful analysis aligned with strategic goals.
• Deliver reporting, data, and analysis to various audiences, including executives.
• Understand strategic objectives within the Customer Success team and organization.
• Evaluate existing processes, identifying gaps and recommending improvements.
• Design, develop, and evaluate recurring and ad-hoc reporting/dashboards to monitor business performance and product usage, using best practices in data visualization tools like Power BI.

Qualifications:

• Bachelor's degree in Finance, Business, Accounting, or related field.
• 4-6 years of experience as a Business Analyst, Data Analyst, or similar role.
• Proven ability to create, maintain, analyze, and report on business data in a fast-growing organization.
• Strong analytical skills, collecting, organizing, and interpreting large amounts of information with attention to detail and accuracy.
• Proficiency in Microsoft Excel, experience with Power BI highly preferred.
• Skilled in using SQL databases and handling large, complex datasets.
• Adaptable to changing ideas, responsibilities, and processes.
• Collaborative with various departments (Finance, Data Intelligence, Professional Services).
• Active listener, understanding root causes, and providing practical solutions.
• Critical thinking and investigative mindset.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and continuous development.
• Experience with Gainsight, Clarizen, Salesforce, and Totango (preferred, but not required).

Work hours: US shift hours

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