Customer Success Analytics Lead

About you

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

The Customer Success Analytics Lead is a key role within Udemy Business Analytics focused on delivering Customer Success and Retention related insights. This individual is responsible for enhancing the current business intelligence suite, increasing customer retention and mitigating revenue churn through data-driven signals, and being a force multiplier for Customer Success and Renewal teams. They work closely with other departments such as Operations and Finance to ensure timely and accurate reporting of KPIs and metrics for monthly and quarterly business reviews as well as e-staff and board presentations

What you'll be doing

Data Management & Operational Excellence:

• Partner with data engineering and oversee the collection, organization, and management of CS and Renewals data from various systems such as Salesforce and Gainsight in the data lakehouse.
• Automate reporting for the Renewals forecasting process to enhance the efficiency of CS operations.

CS & Renewals Metrics & KPIs:

• Define, track, and report on key performance indicators (KPIs) and metrics that measure customer success. Common KPIs include Gross retention rate, Customer Lifetime Value (CLTV), churn rate, and product usage metrics.
• Develop dashboards and reports that provide actionable insights for the CS team and other departments. 
• Ensure data quality, accuracy, and consistency across the CS business intelligence suite.

Proactive Insights:

• Analyze customer and product usage data to identify trends, patterns, and opportunities for improving customer retention and engagement.
• Use segmentation to tailor customer success strategies based on customer type, size, usage patterns, or other relevant factors.
• Implement predictive analytics models to identify customers at risk of churn and collaborate with the CS team to implement retention strategies.
• Analyze reasons for contraction and churn and provide actionable insights to reduce it.

Cross-Functional Collaboration:

• Work with other teams (Sales, Operations, Finance, etc.) to outline cohesive narratives of the business.
• Share data-driven insights to inform CS strategies and the product roadmap.

Reporting & Stakeholder Communication:

• Provide regular reports and presentations to leadership on the health of the customer base, the effectiveness of customer success programs, and other key metrics.
• Advocate for data-driven decision-making within the organization and drive initiatives based on insights from customer data

What you’ll have

• Experience as a Customer Success Analyst at a B2B Saas Company
• Analytics skills: You know what questions to ask, what the data says, and what actions to take based upon the results.
• Process improvement know-how: Continuous improvement is in your DNA. You can enhance business processes from the diagnosis to documentation to execution.
• Data storytelling: You know how to create compelling presentations and can lead executives through data deep-dives.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

About your Skills

• Analytical Skills: Proficiency in data analysis, statistical modeling, and using analytics tools such as SQL, Tableau, Excel/Google Sheets, or similar platforms.
• Customer-Centric Mindset: Deep understanding of customer success principles and how data can enhance customer experiences.
• Problem-Solving: Ability to take complex data and translate it into actionable insights.
• Communication Skills: Strong ability to present data findings in a clear and compelling manner to both technical and non-technical stakeholders.
• Experience with Customer Success Software: Familiarity with tools such as Gainsight, Totango, ChurnZero, or similar platforms is a plus.
• Project Management: Ability to manage multiple projects and work cross-functionally with different teams with minimal supervision.
• Statistical Knowledge: Experience with customer analytics, A/B testing, and segmentation.

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

•  We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  
• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  
• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  
• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
• Transgender Benefits: Expanded medical coverage for gender-affirming care
• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support
• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
• Charitable Giving: Corporate charitable match for eligible nonprofits and charities
• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
• Holidays: Twelve paid holidays throughout the year