Analytics ManagerNew

$147,000 - $173,000/Yr

Postman (Api Tools) - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

10,001+ employees

Performing Arts, Spectator Sports, and Related Industries

About the position

The Analytics Manager at Postman will play a crucial role in supporting the Customer Experience and Services team by leveraging data to drive insights and strategies that enhance customer satisfaction and retention. This position involves cross-functional collaboration to deliver impactful analytics, develop predictive models, and support business decisions aimed at optimizing operational efficiency and improving the overall customer experience.

Responsibilities

• Collect, analyze and interpret data from various systems, including Salesforce, Gainsight, and product usage data.
• Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identifying pain points and areas for improvement.
• Define, track, and report on key performance indicators (KPIs) related to Customer Experience & Services, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Retention.
• Design, build, and maintain dashboards and reports that provide real-time visibility into customer success metrics, such as churn rates, renewal rates, NPS, customer health, and engagement.
• Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
• Analyze and manage data related to incentive programs, including commissions, SPIFFs, and performance-based rewards.
• Use historical data and predictive modeling to forecast customer behavior, renewals, and churn risk.
• Collaborate with cross-functional leaders to optimize processes based on data insights.
• Work closely with teams across Product, Sales, Marketing, and Finance to ensure alignment on key metrics and support company-wide initiatives related to customer success.
• Assist in the segmentation of customers based on data insights, helping tailor engagement strategies, support levels, and resource allocation based on customer size, industry, or lifecycle stage.
• Perform deep-dive analyses to answer critical business questions and provide leadership with insights that drive strategic decisions.
• Collaborate with leadership on the strategic roadmap for Customer Success operations.

Requirements

• 5+ years of experience in a data analytics role, preferably within Customer Success, Operations, or a SaaS/technology company.
• Strong proficiency in data analysis tools (e.g., SQL, Excel, Python, R) and data visualization platforms (e.g., Tableau, Looker, Power BI).
• Proven experience in data analysis and interpretation, with a strong proficiency in data analytics tools and techniques.
• Knowledge of data management, ETL processes, and working with large datasets.
• Ability to translate complex data into clear insights and recommendations.
• Strong communication skills to present data findings to both technical and non-technical stakeholders.
• Excellent problem-solving skills, with a keen eye for detail and accuracy.
• A customer-centric mindset and a passion for delivering outstanding customer experiences.
• Strong project management skills to drive initiatives from concept to implementation.
• Bachelor's degree in Data Science, Statistics, Mathematics, Economics, or a related field. Advanced degree is a plus.

Nice-to-haves

• Experience working in a Customer Success or Sales Operations environment.
• Familiarity with customer health scoring models and metrics related to customer success.
• Experience with data integration from multiple systems (CRM, customer success platforms, product usage databases).

Benefits

• Full medical coverage
• Flexible PTO
• Wellness reimbursement
• Monthly lunch stipend