At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
As a Business Intelligence Analyst, Customer Success you will drive analytics, process optimization, and insight generation across the Customer Success organization. This role defines and governs customer metrics, documents and improves workflows, and develops advanced dashboards and predictive models to drive retention, adoption, and expansion. Operating with high autonomy, this position partners with senior leadership to connect operational process design with data-driven decision-making. This role ensures data accuracy, measures process effectiveness, and supports the development of scalable, measurable, and efficient Customer Success operations.
You Will:
- 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.
What We’re Looking For:
- 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.
The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Pay Range: $84,000 –118,000
Other compensation: Bonus Eligible
Perks & 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
📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.
Top Skills
What We Do
MCG, part of the Hearst Health network, helps healthcare organizations implement informed care strategies that proactively and efficiently move patients toward health. MCG’s independent and transparent review of clinical evidence gives healthcare organizations confidence in their patient-centered care. By leveraging artificial intelligence and other technology, MCG presents this information within the workflow, to simplify and prioritize the work. MCG’s world-class customer service team ensures that clients are able to maximize the benefits of ownership for both content and software – demonstrating a return on financial investment as well as patient outcomes. Our solutions are used by several U.S. government agencies, a majority of U.S. health plans, and nearly 2,600 hospitals.
