Analyst, GTM Customer Intelligence

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and uphold the analytics framework that supports Apollo's customer health scoring model. Collaborate with Customer Success leadership to validate scoring methodologies, highlight at-risk customers, and pinpoint leading indicators of churn or growth. Transform health data into actionable insights for GTMEs and CS leadership. Own and enhance health scoring analytics.

• Create renewal pipeline reporting that provides visibility to CS and Finance regarding renewal timelines, risks, and anticipated outcomes. Set up regular reporting schedules and collaborate with CS Ops to identify early intervention opportunities. Build renewal analytics that facilitate predictable retention.

• Analyze and instrument data from billing systems, support ticket volumes, and various post-sales interactions to detect patterns that may indicate churn or expansion. Integrate these signals into CS workflows and dashboards to enable proactive actions by teams. Develop analytics surrounding billing, support, and related retention indicators.

• Generate reporting related to upsell and cross-sell initiatives, including expansion pipelines, seat growth, product adoption metrics, and net revenue retention. Assist CS and Sales leadership in identifying where expansion opportunities are concentrated and strategies to accelerate them. Provide support for expansion analytics.

• Create, maintain, and iterate on dashboards that cater to the entire CS organization, ranging from individual GTME book-of-business perspectives to VP-level quarterly business review presentations. Ensure the data is accurate, timely, and actionable. Design and oversee the CS analytics dashboard ecosystem.

• Gather analytics and metrics requests from CS and CS Ops stakeholders, prioritize them effectively, and translate business inquiries into structured reporting requirements. Work with data engineering to incorporate high-priority needs into the reporting layer. Act as the analytics translation layer for CS Ops.

⛳️ Requirements

• A minimum of 3 years of experience in analytics, Customer Success Operations, or Revenue Operations, with direct exposure to post-sales data within a B2B SaaS context.

• Familiarity with Customer Success data domains—health scoring, net revenue retention, churn, renewal pipelines, support metrics, and customer lifecycle stages. You don't need to have created all of these from scratch, but you should understand their significance and implications.

• Proficient SQL skills and experience with BI tools (e.g., Looker, Tableau, or similar). Capable of independently building and managing dashboards.

• Experience with Salesforce or a Customer Success platform (such as Gainsight, Vitally, ChurnZero, or similar). Comprehension of how CS data is captured and where quality issues typically arise.

• Possess a translator's instincts. You can transform a retention inquiry from a CS VP into a clearly defined analytics project—and know when and how to push back on project scope.

• Strong analytical rigor and attention to detail. Post-sales data can be complex—billing records, support tickets, and CRM data often do not align perfectly. You should enjoy sorting through these complexities and managing organizational expectations.

• Comfortable working across various functions—you will interact with CS, CS Ops, Finance, Data Engineering, and occasionally Sales, requiring effective collaboration with all parties.

• This position is well-suited for an analyst or technical operations professional aiming to deepen their knowledge of analytics, intelligence, and data infrastructure, with a focus on the customer lifecycle.

🏝️ Benefits

• Equity

• Company bonus or sales commissions/bonuses

• 401(k) plan

• At least 10 paid holidays per year

• Flexible PTO

• Parental leave

• Employee assistance program and wellbeing benefits

• Global travel coverage

• Life/AD&D/STD/LTD insurance

• FSA/HSA and medical, dental, and vision benefits