Job Description

As a Customer Success Insights Analyst - APJ within the Customer Success team, you will leverage your analytical skills and deep data expertise to enhance customer retention, satisfaction, and overall lifetime value. You will collaborate closely with the Customer Success, Finance, and Program teams to analyze customer behavior, predict churn, and identify opportunities for growth. The ideal candidate is passionate about using data to understand customer needs and driving initiatives that lead to proactive customer engagement and satisfaction.

Responsibilities

• Customer Insights & Retention: Analyze customer lifecycle data to identify trends, challenges, and opportunities for improving retention, engagement, and customer satisfaction

• Churn Prediction & Mitigation: Develop and maintain predictive models to forecast customer churn and retention risks, collaborating with the Customer Success team to create data-driven strategies for mitigation

• Customer Segmentation: Perform advanced segmentation analysis to identify distinct customer cohorts and tailor engagement strategies based on behavior, usage patterns, and business needs

• Health Scoring: Build and refine customer health scores by integrating product usage data, support interactions, and other KPIs to predict customer success and intervene as needed

• Upsell & Expansion Opportunities: Use data to uncover upsell and cross-sell opportunities within the customer base, assisting the Customer Success team in driving revenue growth

• Advanced Reporting & Dashboards: Create and maintain automated dashboards that provide the Customer Success team and leadership with real-time visibility into customer health, success metrics, and other key performance indicators

• Data Storytelling: Present complex data insights clearly and actionably to non-technical stakeholders, enabling data-driven decision-making and improved customer interactions

• Cross-Functional Collaboration: Work closely with Finance, Program, and Sales teams to share customer insights, shape product roadmaps, and enhance the overall customer experience

• Continuous Improvement: Proactively identify gaps in data quality, analysis, and reporting processes, implementing improvements to enhance data-driven outcomes for the Customer Success team

• Mentorship & Leadership: Act as a mentor to junior analysts, ensuring best practices in analytics and fostering a data-driven mindset across the Customer Success organization

Minimum Qualifications

• Education: Bachelor’s or master’s degree in Data Science, Mathematics, Statistics, Computer Science, or related fields

• Experience: 5+ years as a Data Analyst, focusing on customer success, customer experience, or similar roles, preferably in a SaaS or tech environment

Technical Skills:

• Proficiency in SQL for data extraction, manipulation, and analysis

• Expertise in BI tools such as Power BI, Tableau, or Looker

• Experience with customer health scoring, segmentation, and lifecycle analysis

• Familiarity with CRM systems (e.g., Salesforce) and customer-related datasets

Soft Skills:

• Analytical mindset with the ability to derive actionable insights from complex datasets

• Exceptional communication skills for explaining data insights to non-technical teams

• Strong collaboration skills; experience working with cross-functional teams

• Ability to manage multiple projects and deliver results in a fast-paced, dynamic environment

Preferred Qualifications

• Prior experience in a Customer Success or Customer Experience role within the SaaS industry

• Familiarity with A/B testing and customer feedback analysis

• Knowledge of data privacy regulations (e.g., GDPR, CCPA) related to customer data handling

The Ideal Candidate

• You're a true data expert, able to creatively mine diverse datasets to gain insights and answer business questions

• You seek to understand customer success; you’re not just building models but ensuring their relevance in the field

• You tell compelling stories with data, weaving together narratives that illuminate business trends

• You are a business partner, engaging with leaders to determine how best to address their analytical questions