Customer Success Analytics Lead

$129,500 - $161,200/Yr

Udemy - Denver, CO

Full-time - Mid Level

Denver, CO

Educational Services

About the position

The Customer Success Analytics Lead at Udemy is a pivotal role within the Business Analytics team, focusing on delivering insights related to Customer Success and Retention. This position is responsible for enhancing the business intelligence suite, increasing customer retention, and mitigating revenue churn through data-driven signals. The role involves collaboration with various departments to ensure accurate reporting of KPIs and metrics, ultimately influencing the company's growth journey and enabling internal teams to generate revenue efficiently.

Responsibilities

• Partner with data engineering to manage the collection and organization of Customer Success and Renewals data.
• Automate reporting for the Renewals forecasting process to enhance CS operations efficiency.
• Define, track, and report on key performance indicators (KPIs) and metrics that measure customer success.
• Develop dashboards and reports that provide actionable insights for the Customer Success team and other departments.
• Analyze customer and product usage data to identify trends and opportunities for improving retention and engagement.
• Implement predictive analytics models to identify customers at risk of churn and collaborate on retention strategies.
• Provide regular reports and presentations to leadership on customer base health and effectiveness of customer success programs.

Requirements

• Experience as a Customer Success Analyst at a B2B SaaS company.
• Proficiency in data analysis, statistical modeling, and using analytics tools such as SQL, Tableau, and Excel/Google Sheets.
• Strong understanding of customer success principles and how data can enhance customer experiences.
• Ability to translate complex data into actionable insights and compelling presentations.
• Familiarity with Customer Success software such as Gainsight, Totango, or ChurnZero.

Nice-to-haves

• Experience with A/B testing and segmentation.
• Project management skills to manage multiple projects with minimal supervision.

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance