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:

• Building trusted reporting and improving operational rhythms
• Driving measurable outcomes across retention, expansion, customer health, and support efficiency
• Translating ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting
• Helping the organization adopt AI-enabled analytics and automation

Qualifications

Requirements include:

• 4+ years of experience in analytics, business operations, or business intelligence roles
• Experience in a B2C subscription or membership-based business
• Strong SQL skills and experience with analytical datasets and BI tools
• Comfortable working within an existing Databricks environment
• Experience with Python for analysis, forecasting, and modeling
• A track record of building retention, churn, renewal risk, forecasting, or related analyses
• A strong foundation in statistics and experimental thinking
• Strong communication skills and the ability to influence stakeholders

Skills

Desired skills include:

• Experience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics
• Experience with analytics engineering practices
• Experience evaluating or implementing AI or LLM-enabled analytics workflows
• Familiarity with SaaS subscription metrics, cohort analysis, and billing systems
• Experience with Zendesk or similar customer support platforms

Pay

The reasonably expected salary range for this position is between $80,000 and $138,500 USD, depending on location.

Schedule

The role requires occasional in-person attendance.