Senior Customer Success Analytics Analyst

We are hiring a Senior Customer Success Analytics Analyst to support our Digital CS teams. As a Senior Analyst, you will partner with our global customer engagement teams to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

What you'll do

• Analyze One-to-Many Engagements: Assess performance metrics for one-to-many customer interactions such as webinars, workshops, and virtual events, measuring attendance, engagement, and conversion rates.
• Analyze Digital Touchpoints: Gather and analyze data from digital customer engagement channels (e.g., GitLab University, email campaigns, in-app messaging) to understand user behavior and effectiveness of engagement strategies.
• Report on Key Metrics: Develop and maintain dashboards that track KPIs related to case management, digital engagement, adoption, retention, conversion, and customer satisfaction, providing timely and actionable insights for cross-functional teams.
• Optimize Digital Strategies: Work closely with Strategy, Customer Success, Marketing, and Product teams to recommend improvements for digital and scaled engagement strategies based on data-driven insights.
• Segment Customer Engagements: Leverage customer segmentation and cohort analysis to enable personalized, relevant digital and scale engagements across customer lifecycle stages.
• Forecasting and Planning: Assist in forecasting the impact of digital and scale engagement initiatives and planning for resource allocation to meet performance targets effectively.
• Enhance Automation Efforts: Collaborate with teams to refine automation workflows and personalize at scale, improving efficiency and relevance of digital touchpoints and engagement programs.

What you'll bring

• 5+ years of experience in a data analytics role, preferably in a B2B SaaS environment.
• Analytical Skills: Strong expertise in data analysis, including proficiency in SQL, Excel, and data visualization tools like Tableau, Looker, or Power BI.
• Experience with Digital Analytics Tools: Familiarity with Snowflake, Tableau, Google Analytics, Customer Success platforms (e.g.Gainsight), CRM systems (e.g., Salesforce), and marketing automation tools (e.g Marketo).
• Understanding of Customer Success & Marketing Analytics: Proven experience analyzing customer success metrics and digital marketing performance, including familiarity with metrics like churn, renewal rates, and customer lifetime value.
• Strong Communication Skills: Ability to convey complex data insights clearly and concisely to non-technical stakeholders, with experience presenting findings to executives and cross-functional teams.
• Customer-Centric Mindset: A passion for understanding customer needs and behaviors, and using data to enhance the customer experience.
• Problem-Solving Skills: Proactive and solutions-oriented, with a demonstrated ability to translate data insights into practical recommendations.
• Experimentation Mindset: Experience designing and analyzing A/B tests and a strong understanding of statistical analysis to guide decision-making.
• Attention to Detail: High accuracy in analysis and reporting, with a methodical approach to data verification and validation.
• Adaptability and Collaboration: Comfortable working in a fast-paced, collaborative environment, with the ability to adapt to shifting priorities and rapidly changing requirements.