Customer Success Data Analyst

Customer Success Data Analyst

The CS Data Analyst will ensure that strategic decisions across Customer Success and related functions are driven by accurate, reliable, and consolidated data (Single Source of Truth).

This role combines data governance, analytics, and performance monitoring to provide actionable insights that improve customer retention, revenue growth, and overall business outcomes.

Key Responsibilities


* Act as the owner of data integrity across CRM systems (Salesforce) and Customer Success platforms, ensuring continuous auditing and adherence to data hygiene standards.


* Develop, maintain, and optimize executive dashboards and reports, including key metrics such as Churn, ARR, NRR, NPS, and revenue performance indicators.


* Design and deliver business intelligence solutions, including ETL processes, data modeling, and visualization


* Perform trend analysis to identify correlations between product usage, Health Score, Voice of Customer (VoC), and churn risk, providing predictive insights.


* Conduct revenue-focused analysis, including forecast accuracy, upselling opportunities, renewal performance, and pipeline health, to support strategic planning.


* Consolidate and report VoC metrics by aggregating NPS scores and survey data, delivering clear and actionable feedback loops to internal stakeholders.


* Partner with cross-functional teams (Customer Success, Sales, Operations) to ensure alignment on data definitions, KPIs, and reporting standards.


* Drive continuous improvement in data processes, implementing best practices for data governance and analytics.


* Provide ad-hoc analysis and insights to support strategic initiatives, quarterly business reviews, and executive meetings.


* Ensure timely and accurate delivery of reports for leadership decision-making and performance reviews.

Qualifications


* Education: Bachelor's degree in Data Analytics, Business Intelligence, Computer Science, or related field.


* Proven experience in data analytics, business intelligence, or performance management within SaaS or Customer Success environments.


* Strong proficiency in CRM systems (e.g., Salesforce), SQL and Data manipulation, Microsoft Excel (advanced formulas, pivot tables, data modeling), and data visualization tools (e.g., Power BI, Tableau).


* Solid understanding of Customer Success metrics and their impact on business performance.


* Excellent analytical, problem-solving, and communication skills, with the ability to translate complex data into actionable insights.


* Ability to work independently in a fast-paced environment and manage multiple priorities.


* Familiarity with statistical analysis and predictive modeling is a plus.


* Fluent in English (written and spoken) to communicate effectively with global stakeholders.

What we offer:


* Hybrid working model (WFH or Office) & flexible working hours


* 24+ days of annual leave


* In...