Analytics Manager

Postman-posted 12 months ago
$147,000 - $173,000/Yr
Full-time • Mid Level
Hybrid • San Francisco, CA
501-1,000 employees
Publishing Industries
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

Postman is the world's leading API collaboration platform, used by more than 35 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration-enabling users to create better APIs, faster. We are looking for a detail-oriented and data-driven Analytics Manager to support the Customer Experience and Services team in making informed, data-backed decisions. This role will be instrumental in driving data-driven insights and strategies to enhance customer satisfaction, reduce churn, and improve the overall customer experience. You will work cross-functionally to deliver impactful analytics and reporting, develop predictive models, and support business decisions that increase customer retention and optimize operational efficiency.

  • Collect, analyze and interpret data from various systems, including Salesforce, Gainsight, and product usage data.
  • Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identifying pain points and areas for improvement.
  • Define, track, and report on key performance indicators (KPIs) related to Customer Experience & Services, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Retention.
  • Design, build, and maintain dashboards and reports that provide real-time visibility into customer success metrics, such as churn rates, renewal rates, NPS, customer health, and engagement.
  • Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
  • Analyze and manage data related to incentive programs, including commissions, SPIFFs, and performance-based reward.
  • Use historical data and predictive modeling to forecast customer behavior, renewals, and churn risk.
  • Collaborate with cross-functional leaders to optimize processes based on data insights.
  • Work closely with teams across Product, Sales, Marketing, and Finance to ensure alignment on key metrics and support company-wide initiatives related to customer success.
  • Assist in the segmentation of customers based on data insights, helping tailor engagement strategies, support levels, and resource allocation based on customer size, industry, or lifecycle stage.
  • Perform deep-dive analyses to answer critical business questions and provide leadership with insights that drive strategic decisions.
  • Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.
  • 5+ years of experience in a data analytics role, preferably within Customer Success, Operations, or a SaaS/technology company.
  • Strong proficiency in data analysis tools (e.g., SQL, Excel, Python, R) and data visualization platforms (e.g., Tableau, Looker, Power BI).
  • Proven experience in data analysis and interpretation, with a strong proficiency in data analytics tools and techniques.
  • Knowledge of data management, ETL processes, and working with large datasets.
  • Ability to translate complex data into clear insights and recommendations.
  • Strong communication skills to present data findings to both technical and non-technical stakeholders.
  • Excellent problem-solving skills, with a keen eye for detail and accuracy.
  • A customer-centric mindset and a passion for delivering outstanding customer experiences.
  • Strong project management skills to drive initiatives from concept to implementation.
  • Experience working in a Customer Success or Sales Operations environment.
  • Familiarity with customer health scoring models and metrics related to customer success.
  • Experience with data integration from multiple systems (CRM, customer success platforms, product usage databases)
  • Full medical coverage
  • Flexible PTO
  • Wellness reimbursement
  • Monthly lunch stipend
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
Data Analytics Manager Resume Examples
•
Data Analytics Manager Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service