Youll drive how we analyze, interpret, and communicate data – ensuring clients see the value in every metric and the CS team operates on clean, reliable, and actionable insights. Youll also occasionally present findings directly to clients, support business reviews, and partner with Customer Success Managers in demonstrating the strategic value of our insights and analytics.
Key Responsibilities:
Customer-Facing Analytics & Reporting
Develop and deliver data-driven analyses for QBRs, ABRs, and ongoing performance reviews.
Build and maintain monthly client facing reports, uncovering operational trends and actionable insights.
Conduct ad-hoc investigations into performance anomalies, KPIs, or client-specific questions.
Partner with Customer Success Managers to frame insights in a way that drives impact and engagement.
Data Strategy & Visualization
Shape the data storytelling framework we use with customers – defining what we show, how we show it, and why.
Work with Product and Data teams to identify new analytical opportunities from our data points and product telemetry.
Design and evolve dashboards, visualizations, and templates that scale across accounts and regions.
Data Integrity & Governance
Own data accuracy for CS-facing analytics: ensure data pipelines, reports, and KPIs are clean, consistent, and aligned with internal definitions.
Partner with the Data team to implement validation, QA, and documentation processes that keep client-facing reports trustworthy.
Contribute to standardizing KPIs, metrics definitions, and data structures across CS and Product.
Cross-Functional Enablement
Act as the analytical bridge between Customer Success, Data, and Product.
Support strategic account planning with data-based insights and recommendations.
Build scalable processes and templates for analysis and reporting across the customer lifecycle.
What Youll Bring:
3-5 years of experience in Business Analytics or Data Analysis, ideally in a B2B SaaS or tech environment.
Strong proficiency with SQL, Excel/Sheets, and at least one BI platform (e.g. Tableau, Looker, Power BI).
Solid understanding of data modeling, KPI frameworks, and business performance metrics.
Experience creating and communicating analytical insights to non-technical stakeholders.
A proactive, structured mindset – youre equally comfortable investigating data as you are shaping the narrative around it.
Excellent communication and presentation skills, with the ability to simplify complex data into clear, visual insights.
