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 operational insights for retention, expansion, customer health, and support efficiency.
• Partnering with Customer Operations leadership, Product, Finance (RevOps), and Data Engineering to deliver results.
• Translating ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting.
• Adopting AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.

Responsibilities

You will:

• Own Customer Success and Customer Operations measurement.
• Define and maintain core metrics and business definitions across the customer lifecycle.
• 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.
• Partner with Customer Operations to translate forecasts into staffing plans, coverage models, and operating cadences.
• Identify and prototype AI-driven workflows that reduce manual analysis and speed up decision-making.
• Evaluate and implement AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.
• Develop and iterate on customer health scoring frameworks.
• Build and operationalize churn and renewal risk analyses and models.
• Forecast and capacity planning.

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.
• Experience working in a B2C subscription or membership-based business, with hands-on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates.
• Strong SQL skills and experience working with analytical datasets and BI tools (Looker, Tableau, etc.), with an emphasis on performance, usability, and metric governance.
• Comfort working within an existing Databricks environment, reading gold-layer schemas, running queries, and working with Data Engineering to understand what data is available and how to use it.
• Experience with Python (or similar) for analysis, forecasting, and modeling.
• A track record of building retention, churn, renewal risk, forecasting, or related analyses and translating outputs into business action.
• A strong foundation in statistics and experimental thinking, including hypothesis testing and measurement design.
• Strong communication skills, with the ability to influence stakeholders across technical and non-technical teams.
• Comfort working independently in an environment with evolving priorities.

Qualifications

You should have:

• Experience with customer health scoring, churn modeling, retention and expansion analytics, or lifecycle analytics.
• Experience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers).
• Experience evaluating or implementing AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.
• Familiarity with SaaS subscription metrics, cohort analysis, and billing systems.
• Proficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data.

Skills

You should possess:

• Deeply analytical thinking and problem-solving skills.
• Ability to operate in a fast-moving environment with evolving priorities.
• Technical skills combined with an operator's mindset.
• Clear communication skills to influence both technical and non-technical stakeholders.

Benefits

At Scribd, Inc., you will receive:

• Base pay within a range determined by local labor benchmarks.
• Comprehensive health, dental, and vision coverage.
• Mental health support and disability coverage.
• Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals.
• Paid parental leave and family support benefits.
• Retail 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.

Pay

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

Schedule

Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.