Senior Business Analyst - Customer Success

• Deliver data-driven insights that influence Customer Success strategy, growth, and operational efficiency

• Build business models and frameworks to evaluate new initiatives, customer health metrics, and retention levers

• Partner with Customer Success leaders to define KPIs, performance dashboards, and executive-level reporting

• Proactively identify opportunities to improve adoption, retention, and expansion through data insights

• Conduct deep-dive analyses on customer health, churn, expansion opportunities, and usage patterns

• Simplify complex findings into compelling recommendations for senior stakeholders

• Collaborate cross-functionally with Finance, Product, and Sales to align insights with company-wide initiatives

Requirements

• Bachelor s degree required (business, finance, data analytics, or related discipline)

• 6-8+ years of experience in Business Analysis, Customer Success Analytics, or related operations roles in SaaS / enterprise software

• Strong financial and business background, strategic, analytical and excel modeling experience, with ability to draw insights from large datasets

• Proven track record of influencing decision-making with data-driven recommendations

• Hands-on experience with Salesforce.com, Tableau (or other BI tools), Excel/SQL/Python (a plus)

• Ability to work with diverse datasets in Excel, exploring the data to uncover patterns, anomalies, and key insights

• Ability to run reports, automate repetitive tasks, and conduct analysis necessary to monitor the progress of various Customer Success programs and workstreams

• Excellent presentation and storytelling skills, with ability to communicate insights clearly to executives

• Strategic mindset with ability to think beyond the numbers and connect analysis to business impact

• Passion for customer success and a commitment to measurable outcomes

• Excellent work ethic and integrity enthusiastic, self-starter, and proactive

• Ability to work collaboratively within the group as well as cross-functionally

• Customer-first sensibility and passion for ensuring their succes