Lead the design, governance, and reporting of key Customer Success metrics, including churn, adoption, productivity, and customer health.
Build and optimize advanced dashboards and analytic models that forecast retention, growth, and operational performance.
Partner with Customer Success leaders to align data strategy, metric definitions, and reporting frameworks with business objectives.
Partner with Customer Engagement and Systems teams to analyze and document workflows, identify process bottlenecks using data insights, and define metrics to measure adoption and impact.
Define and document data requirements, ensuring system design and reports accurately reflect business processes and metrics.
Develop scalable reporting solutions that integrate data from Salesforce, BI platforms, and other systems to measure performance and compliance.
Collaborate cross-functionally with Customer Success, Business Systems, and Data Engineering teams to ensure data accuracy, process alignment, and reporting consistency.
Manage or support special projects and ad hoc analyses as assigned by leadership.

Requirements

Bachelor’s degree in Business Analytics, Data Science, Statistics, Economics, or related fields is required.
5+ years of professional experience in business intelligence, analytics, or data strategy is required.
Advanced proficiency in SQL and one or more BI visualization tools (Tableau, Looker, Power BI) is required.
Demonstrated experience in workflow analysis, process documentation, and business process redesign.
Proficiency in CRM reporting and data model design.
Strong analytical, problem-solving, and communication skills.
Proven ability to manage multiple projects and prioritize in a fast-paced environment.
Ability to collaborate across cross-functional teams and drive consensus around process and data changes.
Experience with data warehouse environments such as Snowflake or Redshift is preferred.
Familiarity with CRM and CS tools such as Salesforce and Gainsight is strongly preferred.
Strong executive communication and presentation skills are required.
Demonstrated ability to manage ambiguity and prioritize in a fast-paced environment is required.
Continuous improvement mindset and a passion for data-driven storytelling are preferred.
Experience mentoring junior analysts or data contributors is preferred.

Benefits

💻 Remote work
✈️ Occasional travel expected for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLbusiness intelligenceanalyticsdata strategyworkflow analysisprocess documentationdata model designdata warehousereporting solutionsdata integration

Soft Skills

analytical skillsproblem-solvingcommunication skillsproject managementcollaborationconsensus buildingadaptabilityprioritizationmentoringcontinuous improvement mindset