Senior Customer Success Strategy & Operations Analyst

Summary

Join HubSpot's Customer Success Strategy and Operations team as a Senior Customer Success Strategy & Operations Analyst. You will be responsible for forecasting and generating insights to drive accurate retention metric forecasts. This role involves providing data-driven support to the Customer Success organization, conducting performance analysis, developing operational excellence metrics, and responding to business requests. You will collaborate across teams, translate data into insights, and contribute to performance improvements. The ideal candidate possesses strong communication, advanced Excel, SQL, Python, and data visualization skills. Prior experience in management consulting, finance, or strategy & ops is a plus. A bachelor's degree and 2 years of related experience are typically required.

Requirements

• Have a Customer-First mindset and passion for supporting customer-facing teams
• Have strong communication skills and are excited by the prospect of collaborating across HubSpot and translating data into insights
• Have advanced Excel knowledge, SQL, Python, and data visualization software experience (Looker, Tableau, etc.)
• Be Results Orientated; you not only run the numbers but also embrace the responsibility of executing on your recommendations
• Thrive in a fast-paced working environment, can pivot and work autonomously and are excited about working in a learning and growth culture
• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience

Responsibilities

• Provide data-driven, operational and decision-making support to the Customer Success organization and management team
• Support weekly, monthly and quarterly performance analysis, forecasting and business reviews
• Develop operational excellence metrics and performance management processes
• Respond to business requests, compile root cause analyses and solve common issues
• Support cross-functional programs, processes, and systems to drive performance and productivity improvements

Preferred Qualifications

• Experience with R (or similar statistical tools)
• Prior experience in management consulting, finance, strategy & ops

Benefits

• Remote work, flexible hours
• In-person onboarding (for Engineering full-time roles)
• In-person events (for broader Product team, such as PEER week, Product Group Summit)