<p>The Customer Success Data Analyst plays a critical role in driving customer satisfaction and operational excellence by analyzing customer service data, identifying trends, and providing actionable insights. This role supports strategic decision-making and continuous improvement efforts across the customer success function, ensuring a proactive approach to issue resolution and stakeholder engagement.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Analyze customer service data, account activity, and support interactions to identify patterns, trends, and root causes of issues.</li><li>Develop dashboards, reports, and visualizations that communicate insights to stakeholders across departments.</li><li>Collaborate with Customer Success Managers, Support Teams, and Product teams to recommend data-driven improvements to processes and customer journeys.</li><li>Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), resolution time, and churn rates.</li><li>Forecast potential customer issues and develop preventative strategies to enhance customer retention and satisfaction.</li><li>Present findings and recommendations to leadership to support strategic planning and operational decisions.</li><li>Maintain data integrity and ensure consistent tracking of customer metrics across platforms.</li><li>Support ad hoc analysis requests and contribute to cross-functional projects aimed at improving the customer experience.</li></ul><p><br></p>

<ul><li>Bachelor’s degree in Data Analytics, Business, Statistics, or a related field or relevant experience</li><li>2+ years of experience in data analysis, preferably within customer service or customer success environments.</li><li>Proficiency in data tools such as Excel, SQL, Tableau, Power BI, or similar platforms.</li><li>Strong analytical and problem-solving skills with attention to detail.</li><li>Excellent communication skills with the ability to translate complex data into clear, actionable insights.</li><li>Experience working cross-functionally and influencing stakeholders through data storytelling.</li></ul><p> </p>

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