Customer Analytics Manager

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

📋 Description

• Develop and sustain the customer health scoring model, ensuring it accurately reflects risk, engagement, and satisfaction indicators throughout the customer journey.

• Create and manage data models for product usage and adoption, providing Customer Success (CS), Support, and leadership with clear insights into customer interactions with the platform.

• Perform ad-hoc, in-depth data analysis for CS leadership, Sales, and Product teams, converting findings into clear, actionable recommendations.

• Establish and maintain product configuration metrics that reveal how customers have implemented the platform in relation to best practices.

• Identify and model upsell, cross-sell, and expansion market opportunities within the current customer base.

• Collaborate cross-functionally with CS Operations, Sales, Product, and Data teams to ensure the analytics infrastructure and definitions remain consistent and reliable.

• Deliver insights and recommendations to CS leadership in a clear, decision-ready format.

⛳️ Requirements

• Over 5 years of experience in analytics, data science, or business intelligence, preferably supporting a Customer Success or Revenue organization within a SaaS company.

• Advanced SQL proficiency and practical experience in constructing data models within a modern data warehouse (e.g., Snowflake, Databricks, BigQuery).

• Expertise in BI/visualization tools such as Sigma, Tableau, or Looker.

• Demonstrated experience in developing and maintaining customer health score models that promote proactive responses across CS teams.

• Experience in creating product usage/adoption or product configuration metrics from raw product telemetry or usage data.

• Proven history of identifying and quantifying upsell, cross-sell, or expansion opportunities within an existing customer base.

🏝️ Benefits

• Actual compensation will be determined based on various non-discriminatory factors including skills, experience, qualifications, and geographic location.

• In addition to base salary, this role may qualify for bonus or incentive compensation, equity, and a comprehensive benefits package.