Customer Success Analytics Analyst

What you'll do

• Customer Data Analysis: Analyze customer data, usage patterns, and health scores to uncover trends, behaviors, and insights that impact customer retention, satisfaction, and product adoption.
• Reporting and Dashboards: Build and maintain dashboards and reports that provide visibility into key customer success metrics (e.g churn rate, product adoption) for both internal teams and executives. Track key performance indicators (KPIs) related to customer success, regularly reporting on these metrics and advising on areas for improvement and strategic focus.
• Customer Health Score Development: Contribute to the design and continuously improve upon customer health scoring models based on key metrics such as product usage, engagement, support tickets, and feedback to provide a clear view of account health.
• Customer Segmentation: Perform customer segmentation analyses to identify high-value accounts, common behavioral patterns, and opportunities for upsell, cross-sell, or targeted engagement strategies.
• Cross-Functional Collaboration: Collaborate closely with the Customer Success, Product, Data, Sales, and Marketing teams to ensure data-driven strategies are aligned with business goals and customer needs.
• Program Effectiveness Evaluation: Measure the impact and effectiveness of customer success programs, providing feedback on what's working, what's not, and recommending areas for optimization and scale.

What you'll bring 

• Experience:
• 5+ years of experience in a data analytics or business intelligence role, preferably in a SaaS or customer success environment.
• Hand on experience analyzing customer data, building predictive models, and providing actionable insights.
• Analytical and Statistical Skills: Proficiency in data analysis techniques, including statistical analysis, predictive modeling, and segmentation, with strong attention to detail.
• Experience working with Customer Success teams developing metrics and KPIs 
• Data Visualization Expertise: Experience with data visualization tools (e.g., Tableau, Gainsight, Salesforce) to create reports and dashboards that communicate complex data in a clear, concise manner.
• Proficiency in Data Tools: Advanced knowledge of SQL, Snowflake and Excel for querying and analyzing large datasets. 
• Communication and Collaboration Skills: Strong verbal and written communication skills, with the ability to translate complex data into actionable insights for non-technical stakeholders.
• Problem-Solving Ability: Ability to identify patterns in data, think critically, and propose solutions that drive customer success and retention.
• Customer-Centric Mindset: A passion for understanding customer needs and behaviors, and using data to enhance the customer experience.
• Educational Background: Bachelor's degree in Data Analytics, Statistics, Computer Science, Business, or a related field. A master's degree or relevant certifications is a plus.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.