Customer Success Strategy & Operations Analytics

Role overview Turn customer and operational data into evidence that helps a customer success organization retain and grow its accounts. You will build reporting and analytical methods that help teams spot renewal risk, understand customer health, and make decisions ranging from frontline account actions to executive planning.

Responsibilities - Build and maintain dashboards, reports, and a shared customer success metric dictionary across CRM and customer success systems. - Develop renewal-risk reporting, including ways to track changes in risk over time and flag accounts before renewal is lost. - Create and refine customer health scores, assess their value for renewal forecasting, and recommend actions to leaders. - Analyze implementation and product adoption patterns across accounts and relate them to customer health and renewal outcomes. - Find historical signals associated with churn and translate findings into practical guidance for customer success teams. - Prepare executive reporting on customer segments and renewal cohorts, combining sound data with clear explanations. - Work with Revenue Operations, Finance, and Data Operations to align metric definitions, resolve data inconsistencies, and improve data quality.

Requirements - At least 3 years of experience in business intelligence, data analytics, or customer experience operations. - Proficiency in Excel, SQL, and data modeling, plus experience building dashboards in Tableau, Power BI, or a comparable tool. - Hands-on Salesforce experience for CRM reporting and data management. - Ability to explain analytical findings clearly to technical colleagues and nontechnical executives. - Careful data validation, reconciliation, documentation, and quality assurance practices. - Experience collaborating across teams and adapting communication to different audiences.

Nice to have Experience with a customer success platform such as Planhat or Gainsight; predictive analytics, health scoring, or retention-risk models; and longitudinal data, time-series analysis, or implementation analytics.

Benefits and work setup The organization is remote-first. The listed salary range is $110,000–$120,000 USD. Benefits include medical, dental, and vision insurance, a 401(k) with employer matching, paid time away, volunteer time, a year-end office closure, and wellness resources.