About The Company
SurveyMonkey is a leading provider of online survey solutions, dedicated to enabling organizations to understand their customers, employees, and markets more effectively. With a focus on innovation and user-centric design, SurveyMonkey offers powerful tools that cater to a wide range of use cases including customer experience, employee engagement, market research, and more. As a global organization, we foster a collaborative and inclusive environment where curiosity and diverse perspectives drive our success. Our commitment to excellence and continuous improvement ensures that we remain at the forefront of the survey technology industry, empowering businesses to make data-driven decisions that foster growth and success.
About The Role
We are seeking a highly skilled Senior Data Analyst, Customer Success to join our dynamic team. In this pivotal role, you will be responsible for analyzing complex data sets, developing insightful reports, and providing strategic recommendations to enhance customer success initiatives. You will lead forecasting efforts for pipeline meetings, design scalable dashboards, and collaborate closely with cross-functional teams including Finance, Sales Operations, and Systems. Your expertise will help drive operational efficiency, inform strategic planning, and support the overall growth of our Customer Success team. This position offers a unique opportunity to influence key business decisions through data-driven insights and to work in a collaborative environment that values innovation and continuous learning.
Qualifications
- Minimum of 5+ years of experience in Customer Success, Sales, or Marketing Operations within a SaaS environment.
- Deep understanding of Customer Success metrics such as Net and Gross Retention, revenue, bookings, and product usage.
- Advanced proficiency in Excel, Business Intelligence (BI) tools, Salesforce, and Gainsight.
- Experience with AI data tools is considered a strong plus.
- Proven ability to navigate complex datasets and uncover actionable insights.
- Excellent communication skills with the ability to present data findings clearly and persuasively.
- Strong collaborative skills, capable of working effectively across teams and time zones.
- Experience in designing and maintaining scalable reporting tools and dashboards.
Responsibilities
- Lead forecast reporting for pipeline meetings and provide strategic analysis to Customer Success leadership to support operational planning.
- Design, develop, and maintain scalable reporting tools and dashboards to monitor operational efficiency and key business metrics.
- Analyze complex data sets to identify issues, trends, and opportunities, creating compelling narratives that inform strategic decision-making.
- Leverage Salesforce, Gainsight, and Gong to generate performance analytics aligned with Customer Success metrics.
- Collaborate with Finance, Sales Operations, and Systems teams to optimize and deploy effective Customer Success business processes.
- Provide insights and recommendations to improve customer retention, engagement, and overall satisfaction.
- Stay updated on industry best practices and emerging data tools to continuously enhance reporting capabilities.
Benefits
- Competitive salary and performance-based incentives.
- Flexible hybrid work environment with up to one day per week working from an office.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and holiday leave.
- Opportunities for professional development and continuous learning.
- Inclusive workplace culture that values diversity and innovation.
- Employee wellness programs and resources to support work-life balance.
Equal Opportunity
SurveyMonkey is an equal opportunity employer committed to creating a diverse and inclusive workplace. We celebrate the unique differences of our employees because they drive curiosity, innovation, and business success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, political affiliation, or any other protected status under applicable laws. Accommodations are available for applicants with disabilities to ensure equal access to employment opportunities.
