Academy - GTM Business Analyst & Business Intelligence

About the role

The Academy -GTM Business Analyst & Business Intelligence role sits at the center of our Cloud Customer Success data transformation. You will work directly with the Director of Strategy & Operations to architect and operationalize the GTM Data Engine, a connected intelligence system that links the full customer lifecycle across all Cloud products, enabling CS leaders and field teams to make faster, more confident, data-driven decisions. This is a builder role. You will be responsible for designing the data foundation, surfacing actionable insights, and embedding AI-powered systems that scale customer success strategy, operational planning, and performance management across the entire organization.

Responsibilities

• Data Engine Architecture & Foundation
• Connect sales, CS, RevOps, and product usage data across Cloud product offerings
• Design and maintain scalable data models, taxonomies, and pipelines supporting customer health scoring, risk analysis, migration tracking, and KPI metrics
• Establish a single source of truth for CS performance data to eliminate fragmented reporting across tools and teams
• Lead data governance practices including definitions, lineage, quality standards, and access controls
• Business Intelligence & Reporting
• Develop self-serve reporting frameworks to enable leaders to access insights independently from the data team
• Translate complex datasets into clear narratives by visualizing trends, identifying anomalies, and linking metrics to strategic outcomes
• Own KPI tracking for customer success performance indicators including CSAT, migration velocity, time-to-value, digital engagement, and 1:many coverage ratios (team productivity)
• AI-Powered Systems & Automation
• Build AI-assisted playbooks, scoring models, and alert systems to proactively identify at-risk accounts, expansion signals, and migration blockers
• Design and implement prompt engineering frameworks for repeatable, AI-augmented analytics workflows
• Partner with CS leadership to identify automation opportunities in operational processes and integrate AI into MBR/QBR preparation cycles
• Strategic Analysis & Operational Planning
• Serve as the intelligence layer for cross-functional partners including Sales, RevOps, BA/BI, Product, and IT
• Support in preparing executive presentations, strategy decks, and cross-functional deliverables by translating data into executive-ready storylines
• Monitor leading indicators and provide forward-looking analysis to enable proactive CS operations rather than reactive reporting
• Cross-Functional Collaboration & Stakeholder Enablement
• Understand their business context and translate operational questions into analytical solutions
• Collaborate with RevOps and BA/BI teams on data infrastructure alignment, architecture decisions, and tool integrations
• Facilitate working sessions to define business requirements, validate metric definitions, and align stakeholders on data standards
• Mentor CS team members on data literacy, self-serve tooling, and evidence-based decision making

Skills & Qualifications

• Experience with data warehouses, ETL tools, and Salesforce ecosystems
• Proficiency in Python/R, Excel, and AI-enabled analytics
• Ability to build dashboards, automate insights, and drive self-service reporting
• Strong executive communication and data storytelling skills through presentations and strategic recommendations

Education

• Demonstrated experience building analytics products or data systems from the ground up (not just maintaining existing infrastructure)
• Experience working directly with senior leadership and presenting data-driven recommendations
• Prior exposure to Customer Success or post-sale functions is strongly preferred; understanding of SaaS customer lifecycle and renewal economics is a plus
• Bachelor's degree in Business, Economics, Statistics, Computer Science, or a related quantitative field; MBA or advanced degree a plus