Customer Success Analytics Manager

Overview

Customer Success Analytics Manager responsible for customer analytics and data models that enable customer health scoring, product usage/adoption insights, and expansion opportunity sizing.

What you'll do

• Build and maintain a customer health scoring model across the customer lifecycle.
• Develop and own data models for product usage and adoption visibility for CS, Support, and leadership.
• Conduct ad-hoc, deep-dive data analysis and provide actionable recommendations to CS, Sales, and Product.
• Build and maintain product configuration metrics tied to how customers deploy the platform versus best practice.
• Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base.
• Ensure analytics infrastructure and definitions remain consistent and trusted through cross-functional partnership.
• Present insights in clear, decision-ready formats to CS leadership.

What you'll need

• 5+ years of experience in analytics, data science, or business intelligence.
• Advanced SQL skills and hands-on experience building data models in a modern data warehouse (Snowflake, Databricks, or BigQuery).
• Proficiency with BI/visualization tools such as Sigma, Tableau, or Looker.
• Experience building and maintaining customer health score models that drive proactive action across CS teams.
• Experience building product usage/adoption or product configuration metrics from raw product telemetry/usage data.
• Track record of identifying and sizing upsell, cross-sell, or expansion opportunities within an existing customer base.

Nice to have

• Experience with Customer Success tools such as Gainsight, Gong, or Pendo.
• Hands-on experience building AI-powered workflows to automate analysis.
• BS/BA degree in a quantitative field (Statistics, Economics, Computer Science, or related).

Details

• Work mode: Remote (USA location specified).