Data Analyst

Data Analysis & Reporting

• Analyze large datasets to identify trends and provide insights that support business strategy, customer success, and product development.
• Build and maintain analytics models including cohort analysis, churn prediction, and customer segmentation. Conduct deep dives into NPS, CSAT, and CES data and forecast customer behavior and lifetime value (LTV) to inform retention and growth strategies.

Tools & Technical Expertise

• Develop advanced Google Sheets dashboards, reports, and automated workflows using functions and Apps Script.
• Write and maintain SQL queries to extract and transform data for internal analytics and reporting purposes.
• Build and maintain visual dashboards in Tableau or other BI tools to communicate KPIs and business metrics effectively.

Customer Success Metrics & Impact

• Analyze customer success metrics (churn, retention, NPS, CES, CSAT) and customer health scores to deliver insights. Evaluate onboarding, adoption, and engagement data to support customer experience improvements.
• Ensure data accuracy, consistency, and best practices for data handling and version control for Customer Success Metrics Expertise Churn/retention rates, Net Promoter Score (NPS), Customer Effort.

Collaboration & Communication

• Work closely with Success, Product, Sales, and Marketing teams to understand data needs and deliver custom analytics solutions.
• Translate data insights into actionable strategies for Customer Success and cross-functional teams. Collaborate closely with CSMs and Customer Care to refine customer health metrics and proactive alerting systems.

Process Optimization

• Identify opportunities for automation and efficiency across data-related processes using tools like Google Sheets and SQL.

What You’ll Bring

• Bachelor’s degree in Business, Economics, Computer Science, or a related field
• 3–5 years of experience in a Data Analyst or similar role (SaaS experience preferred)
• Proficiency in Google Sheets, including advanced formulas and scripting
• Strong SQL skills and experience with BI tools like Tableau
• Excellent analytical and problem-solving skills
• Effective communication skills for both technical and non-technical audiences
• Strong organizational and time management abilities
• Experience with collaboration tools like Google Workspace, Slack, and Zoom
• Ability to work independently and manage multiple projects in a remote, fast-paced environment
• Understanding of the customer lifecycle—from onboarding and adoption to reactivations, implementations, and migrations.