Customer Success Performance Insight Analyst

Join our team as a Customer Success Performance Insight Analyst. In this role, you will design and build scalable reporting frameworks and data pipelines, own the data strategy and architecture for CX operations, and analyze large datasets to identify behavioral patterns and performance drivers. You will partner with leadership to influence strategy using data-driven storytelling and evidence-based insights, and continuously seek opportunities for automation and optimization. This position offers a range of benefits, including paid volunteer work, parental leave, and extensive learning and development opportunities.

• Conception et mise en place de cadres de reporting évolutifs et de pipelines de données pour permettre des insights en libre-service.
• Responsabilité de la stratégie et de l'architecture des données pour les opérations CX, y compris la définition des métriques et des modèles de données.
• Analyse de grands ensembles de données complexes pour identifier des modèles comportementaux et des moteurs de performance.

• You are a data-driven operator who thinks like a builder and brings rigorous systems thinking to Customer Experience (CX) analytics
• You thrive at the intersection of CX, data analysis, and operations - turning complex datasets, customer interactions, and performance signals into clear, actionable insights that drive business outcomes
• You have genuine depth in modern analytics platforms and understand how data flows through customer-facing and internal systems
• You're comfortable working with large datasets across multiple platforms, writing advanced, performant SQL every day to query and model that data, designing performant dashboards and reporting frameworks, and identifying patterns and root causes across customer journeys
• You bring a combination of analytical rigor, systems architecture, and customer operations expertise
• You are highly detail-oriented and structured, with a strong sense of ownership over the systems and analytics foundations you build
• You bring structure and follow-through to data governance, process design, and knowledge systems so that insights compound over time
• You approach every operational problem with a bias toward automation and systems that scale
• You don't just report on data - you build systems that enable teams to access and act on insights independently
• You see fragmented CX processes as opportunities to build scalable, durable data infrastructure
• At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Data & Analytics to translate business questions into data strategy, ensure data quality, and operationalize insights at scale
• You're forward-thinking about AI and automation, but apply critical judgment about what requires human expertise and what can be intelligently automated
• Data Fluency & Rigor - You approach analytical problems with the same rigor as a data analyst. You write advanced SQL fluently, and you understand data quality, statistical thinking, metric definition, and bias. You know how to verify your own work
• Consultative - You take an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
• As a CS Performance Insights Analyst, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:
• Solution-Oriented - You identify the source of a question or challenge and provide the right, or a better, way of doing things. You bias toward elegant, scalable solutions over quick fixes
• Curious - You have an innate desire to learn, grow, and understand. You stay current on analytics tools, AI capabilities, and best practices. You ask good questions
• Taking Responsibility - You are accountable, committed, and accepting of ownership for your decisions, actions, and behavior. You ship systems that work and own their outcomes
• Systems Thinking - You see operational problems holistically. You can distinguish between process issues and structural problems. You understand how data flows through systems and how changes cascade. You build solutions that compound in value over time
• Adaptability - You have the ability to adjust your approach or actions in response to changes in your external environment, evolving customer needs, or new data insights
• Strong data fluency: ability to define meaningful metrics, understand data quality, write clear data documentation, and verify analytical work
• Demonstrated experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data (e.g., customer interactions, transcripts, agent outputs) - ideally within a CX, QA, support operations, or similar customer-facing context
• Advanced experience designing and maintaining dashboards, reports, and data pipelines, underpinned by strong hands-on SQL
• Strong communication and organizational skills with ability to influence across teams including senior leadership
• Hands-on experience analyzing large datasets and translating findings into actionable insights that drive business decisions
• Proficiency with QA platforms (Rippit/MaestroQA preferred)
• Demonstrated systems thinking applied to operations - you've designed processes, data flows, or analytics infrastructure that scale beyond manual work
• Hands-on experience with BI/analytics tools (e.g., Tableau, Looker, Sigma, or similar) and comfort working with structured and unstructured data
• Advanced SQL proficiency (non-negotiable): you write complex, performant SQL every day - to explore and validate data, build and maintain data models, and power dashboards and reporting. This is a core, daily requirement of the role
• 3-5+ years of experience in data analytics, customer analytics, CX operations, quality assurance, or related roles with strong focus on building data systems and frameworks (not just reporting on data)
• Ability to manage complex analytical workflows independently and collaboratively
• High attention to detail and systems thinking
• Strong troubleshooting and process optimization skills
• Experience building or scaling a CX, support, or customer operations analytics program
• Experience in customer enablement, training, or support operations
• Experience with modern data stack tools (Snowflake, dbt, Atlan, or equivalent)
• Familiarity with knowledge tools and chatbot systems (Confluence, internal knowledge bases, etc.)
• Experience with business software (Zendesk, Talkdesk, Gong, Jira, Workday, or similar)
• Experience designing AI-native workflows or leveraging AI to automate operational tasks
• Google Workspace proficiency (Sheets, Docs, Slides)
• Track record of mentoring others on data literacy or analytics best practices