Senior Data Analyst, Customer Operations

About the role

This role is embedded in Customer Operations and involves building the CS Analytics function. Key responsibilities include defining core metrics, creating operational metrics and dashboards, building decision-ready reporting, and enabling self-serve analytics.

Responsibilities

• Define and maintain core metrics and business definitions across the customer lifecycle, including onboarding milestones, time-to-value, engagement, customer health, renewals, expansions, and churn.
• Create clear documentation and enable consistent interpretation across Customer Success Operations, RevOps, Finance.
• Instrumentation and data quality requirements with Data Engineering to ensure reliable sources of truth.
• Build decision-ready reporting and self-serve analytics.
• Enable self-serve analytics with clear definitions, drill paths, and actionable views for CS leaders, managers, and operators.
• Create automated reporting and proactive alerting for KPI movement and risk signals, such as drops in engagement, support spikes, onboarding delays, and renewal risk.
• Forecasting and capacity planning.
• Partner with Customer Operations to translate forecasts into staffing plans, coverage models, and operating cadences.
• AI-enabled automation and productivity.
• Identify and prototype AI-driven workflows that reduce manual analysis and speed up decision-making, such as automated insights, narrative summaries, anomaly detection triage, and stakeholder Q&A.
• Evaluate and implement AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.

Requirements

You should have 4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting Customer Success, Customer Operations, RevOps, Support, Sales, Growth, or similar customer-facing functions. Strong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.) are required, along with comfort working within an existing Databricks environment. Experience with Python (or similar) for analysis, forecasting, and modeling is also necessary. A strong foundation in statistics and experimental thinking, including hypothesis testing and measurement design, is essential. Strong communication skills, with the ability to influence stakeholders across technical and non-technical teams, are a must. Comfort working independently in an environment with evolving priorities is also important.

Qualifications

You should have experience working in a B2C subscription or membership-based business (e.g., SaaS, media, streaming, or consumer subscription), with hands-on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates. Experience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics is a plus. Experience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers) is also beneficial. Familiarity with SaaS subscription metrics, cohort analysis, and billing systems is helpful. Proficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data, is a plus.

Skills

You should have a deep analytical mindset, combined with an operator's mindset and the ability to communicate clearly with both technical and non-technical partners. You should be able to translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting. You should also be able to apply AI thoughtfully, with clear success metrics and appropriate governance.

Benefits

The salary range for this position is between $80,000 and $138,500 USD, depending on the geographic location. Additional benefits include comprehensive health, dental, and vision coverage, mental health support and disability coverage, generous paid time off, paid parental leave and family support benefits, retirement matching and employee equity, learning and development programs and professional growth opportunities, wellness and home office stipends, complimentary access to the Scribd, Inc. suite of products, enterprise access to leading AI tools, and more.