Senior Customer Success Insights Analyst

This pivotal role is responsible for transforming customer data into clear, actionable insights that shape the strategies driving our customers’ engagement, satisfaction, and long-term success. As an Insights Analyst, you will analyze customer behaviors and business trends, define and standardize KPIs, measure the effectiveness of our Customer Success initiatives, and present compelling recommendations to leaders across the company. Your analyses will empower decision-makers, influence business outcomes, and directly contribute to improving the overall customer experience.

Job Responsibilities:

• Analyze Customer Success data and KPIs to identify trends, risks, and opportunities related to customer health and business performance.
• Develop and maintain dashboards and reports using BI tools to track key metrics such as customer churn, retention, engagement, and satisfaction.
• Conduct deep-dive analyses to assess the effectiveness of Customer Success initiatives and inform continuous improvement.
• Present clear, actionable insights and recommendations to Customer Success leadership and other stakeholders to support data-driven decision-making.
• Partner with cross-functional teams, including Finance, Data Science, Sales, and Customer Success, to drive initiatives that enhance the customer experience.
• Automate and optimize data workflows and reporting processes to ensure data integrity, quality, and governance.
• Monitor and measure the impact of Customer Success strategies using relevant KPIs and business metrics.
Mentor junior analysts, establish best practices, and stay current with emerging tools to continuously help elevate the team’s reporting and analysis capabilities.

Technical Skills and Experience:

• Bachelor’s degree in Business, Analytics, Finance, Information Systems, or a related field; master’s degree a plus.
• 5-7 years of experience as a Business Analyst, Financial Analyst, Operations Analyst, or in a similar data-driven role, ideally within a SaaS, technology, or customer-facing environment.
• Demonstrated expertise in data analysis, reporting, and visualization; hands-on experience with BI and analytics platforms such as Domo, Tableau, Power BI, or Oracle Analytics Cloud is strongly preferred.
• Advanced proficiency with MS Office Suite (Excel, PowerPoint, Word, Outlook); strong Excel modeling skills required.
• Track record of successful project management, including the ability to take ownership and deliver on multiple priorities and deadlines concurrently.
• Strong executive communication and data storytelling skills; ability to simplify complex topics for non-technical stakeholders.
• Highly analytical self-starter with strong attention and organization skills, and a motivation to solve complex business problems.
• Comfortable operating independently and as part of a high-performing team; adept at engaging with executive leadership.
• Experience with Customer Success operations, SaaS metrics, or cloud business models is highly desired.