Senior Customer Insights Analyst - Customer Success Operations

Bullhorn

21d•$95,000 - $125,000

About The Position

The Business Intelligence Analyst will be the engine behind our data-driven approach to customer retention and growth. This role is responsible for turning complex data into actionable insights that empower our leaders to make business-critical decisions. By optimizing our reporting frameworks, this individual ensures we have a clear, data-driven view of our customers' health and the impact & effectiveness of our programs & initiatives. By maintaining a consistent rhythm of KPI and retention reporting, they will empower leadership with the data-driven clarity needed to implement effective customer retention strategies and prioritize resources effectively. This role is a great fit for someone who blends strong analytical and systems skills with a strategic mindset and a hands-on approach. You must be comfortable working independently, partnering closely with Customer Success leadership, and acting as a trusted thought partner who brings clarity through data. You are also curious about emerging analytics and AI capabilities and comfortable applying them to enhance our BI capability by improving speed, accuracy, and scalability. You will be expected to operate with a high degree of autonomy and act as a thought partner to CS leadership.

Requirements

Experience: 3–5+ years of experience in data analysis, ideally within a SaaS Customer Success, Sales Operations, or Revenue Operations environment.
Technical Skills: Strong Excel skills and hands-on experience working with Salesforce. Experience with BI and analytics tools such as Tableau, Power BI, or Sisense is highly valued. Working knowledge of SQL or Python is required..
Data Visualization & Storytelling: Proven ability to turn raw data into clear, compelling insights through dashboards and reports, using Excel, BI tools, or native Salesforce reporting.
Analytical Rigor: Solid understanding of SaaS metrics and performance indicators, including gross retention, net retention, and churn, with the ability to spot trends and risks early.
Project & Stakeholder Management: Experience managing projects with multiple stakeholders. From gathering requirements and building solutions to rollout, enablement, and adoption.
Communication & Influence: Ability to explain complex data and concepts in a clear, visual, and concise way, tailoring the message to both operational and senior/executive audiences.
Experience with Snowflake or similar data warehouse platform is required.

Nice To Haves

Experience with or exposure to AI-driven analytics or reporting tools is a plus.

Responsibilities

Data Insights & Visualization: Design, build, and maintain dashboards and reports using tools such as Salesforce and Tableau to track key Customer Success metrics, including gross retention, churn, customer health, NPS, and engagement impact.
Metric Ownership: Own the creation and adoption of KPIs within the CS team. You won't just report numbers—you’ll master the "why" behind them, translating data trends into proactive recommendations that help leadership steer the department toward success.
Trend & Behavioral Analysis: Analyze customer behavior and product usage to identify trends, predict churn risk, and surface expansion-ready opportunities.
Data Integrity & Governance: Proactively audit and maintain customer data across systems, partnering cross-functionally as needed to ensure accuracy, consistency, and trust in reporting.
Intelligence Automation: Identify opportunities to automate data preparation, reporting, and insight delivery using AI tools/capabilities.
Operational Excellence: Partner closely with Customer Success leadership to support and optimize the customer experience, using data to validate playbooks, programs, and strategic initiatives.
Customer Intelligence & Enablement: Equip Customer Success teams with clear, actionable insights for Quarterly Business Reviews, including health signals, adoption trends, and performance summaries.
Cross-Functional Collaboration: Work with Sales Operations, Finance, and Product teams to align on data definitions and metrics, helping maintain a single source of truth across the customer lifecycle.

Benefits

Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program

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