Senior Data Analyst, Customer Success

Summary

Join our team as a Senior Data Analyst and drive data-driven decisions to enhance customer satisfaction and retention. This role involves analyzing complex data sets, developing dashboards, and collaborating with cross-functional teams.

Requirements

• Bachelor’s degree in Data Science, Statistics, Math, Computer Science, or a related field
• Minimum of 7 years of experience in data analysis, preferably in a customer success or related field
• Proficiency in Tableau for data visualization and reporting
• Experience with Zendesk for customer support data analysis
• Familiarity with Customer Success Management software such as Gainsight or Churnzero

Responsibilities

• Analyze and interpret complex data sets related to customer success metrics
• Develop and maintain team level dashboards and reports using Tableau to provide actionable insights
• Utilize Zendesk to track and analyze customer support interactions
• Develop a deep understanding of when and why customers churn
• Work with Customer Success Management software such as Gainsight or Churnzero to monitor customer health and predict churn
• Collaborate with cross-functional teams to identify opportunities for improving customer experience
• Present findings and recommendations to senior management and stakeholders
• Mentor junior analysts and provide guidance on best practices in data analysis

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)