Senior Data Analyst, Customer Operations

Role: Senior Data Analyst, Customer Operations

As the first Senior Data Analyst embedded in Customer Operations, you will build the Customer Success (CS) Analytics function from the ground up and own analytics and operational insights for the team.

Responsibilities

• Develop CS/Customer Operations measurement
  • Define and maintain core metrics and business definitions across the customer lifecycle (onboarding milestones, time-to-value, engagement, customer health, renewals, expansion, churn).
  • Create clear documentation to ensure consistent interpretation across Customer Success Operations, RevOps, and Finance.
  • Partner with Data Engineering to establish instrumentation and data quality requirements for reliable sources of truth.
• Build decision-ready reporting & self-serve analytics
  • Build and iterate on dashboards, KPI scorecards, and operational reporting for day-to-day execution and executive visibility.
  • Enable self-serve analytics with clear definitions, drill paths, and actionable views for CS.
• Operational insights & forecasting
  • Translate ambiguous questions into measurement frameworks, forecasting models, and actionable reporting.
  • Improve operational rhythms and drive measurable outcomes across retention, expansion, customer health, and support efficiency.
• AI-enabled analytics & automation
  • Help adopt AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish measurement and governance.

Requirements / Profile

• Strong analytical problem-solver comfortable with fast-changing priorities.
• Ability to communicate clearly with technical and non-technical partners.
• Deep interest in building trusted datasets, definitions, and reporting teams can rely on.
• Experience structuring ambiguous questions into measurable hypotheses and operational metrics.
• Ability to apply AI thoughtfully with success metrics and appropriate governance.

Nice to Have

• Not explicitly stated in the provided text.