Success Strategy And Operations Analyst

Summary

Join the HubSpot Customer Success Strategy and Operations (CSSO) team as a Strategy and Operations Analyst. You will be responsible for forecasting and generating insights for Customer Success to drive accurate retention metric forecasts. This role involves providing data-driven support to the Customer Success organization, performing performance analysis, developing operational excellence metrics, and responding to business requests. You will also support cross-functional programs to improve performance and productivity. The ideal candidate possesses a customer-first mindset, strong communication skills, advanced Excel knowledge, and experience with SQL, Python, and data visualization software. Prior experience in management consulting or a related field is a plus. A Bachelor's degree and 2 years of experience or equivalent are 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
• In-person onboarding (for Engineering full-time roles)
• In-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings (for broader Product team)