Business Analyst, Customer Success Analytics & AI

#
** Our Privacy Statement & Cookie Policy
** This posting is for proactive recruitment purposes and may be used to fill current openings or future vacancies within our organization.
** About the Role
** In your capacity supporting Customer Success analytics and AI enablement:
* Partner with CS leaders and cross-functional stakeholders to understand goals, pain points, and the decisions analytics must enable.
* Translate ambiguous requests into clear analytics requirements (scope, definitions, KPI logic, acceptance criteria, and rollout plans).
* Own a prioritized CS analytics/insights roadmap; manage timelines, dependencies, tradeoffs, and stakeholder communications.
* Coordinate delivery across BI, Reporting & Insights, and Data Operations to ensure high-quality, adopted outputs.
* Produce recurring and ad hoc insights across the CS lifecycle, including trend/driver analysis and executive-ready storytelling.
* Deliver crisp recommendations and actions (not just dashboards), highlighting opportunities, risks, and measurable next steps.
* Help define and execute Customer Success AI strategy: identify and prioritize AI use cases, size impact, assess feasibility/data readiness, and define measurement.
* Support responsible AI practices in partnership with IT/Security (governance, access controls, adoption).
* Build measurement and analytics frameworks to support Digital CS at scale (segmentation, funnel/journey views, play/program effectiveness, and capacity/coverage modeling).
* Guide teammates on data best practices (data quality, governance, and reporting standards).
* Leverage tools including
** Salesforce, Gong, Snowflake, Power BI, Tableau, Azure Dev Ops, Claude, ChatGPT, and Thomson Reuters AI tools
** to analyze data, automate insight generation, and deliver scalable reporting and enablement.
** Key Outcomes
*** Clear, decision-ready insights that drive action across the CS lifecycle (not just reporting).
* A well-managed, adopted analytics roadmap that improves CS prioritization and operational execution.
* Scalable Digital CS measurement (segmentation, alerts/exception-based management, journey visibility, program effectiveness).
* AI use cases delivered with defined value, governance, and measurable business outcomes.
* Strong cross-functional alignment across CS leaders, BI/Insights, Data Operations, and IT/Security.
** About You
** You are a fit for this role if you have:
* ** 4–8+ years
** in Business Analysis, CS Ops/Rev Ops, Strategy & Ops, analytics, or similar roles blending stakeholder leadership and data-driven decision support.
* ** 1–2+ years
** using AI-driven analytics platforms or ML tools to deliver actionable business insights.
* Strong requirements gathering and stakeholder management skills; able to take problems from ambiguity to shipped deliverables.
* Proven ability to translate data into executive-ready narratives, recommendations, tradeoffs, and action plans.
* Analytical fluency: KPI design, segmentation/cohort analysis, driver analysis, funnel/journey thinking, and data quality awareness.
* Comfort working with technical partners to validate metric logic and data definitions (warehouse/BI context).
** Preferred

Experience with :
** Supporting Customer Success motions (adoption/health, renewals/expansion, onboarding), digital CS programs (tech-touch, lifecycle orchestration), and hands-on SQL/Snowflake or Power BI/Tableau reporting; experience implementing AI-enabled workflows with measurement, governance, and change management.#LI-BS1
* ** Flexibility & Work-Life Balance:
** Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
* ** Career Development and Growth:
** By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
* ** Industry Competitive Benefits:
** We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
* ** Culture:
** Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values:
Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act Fast / Learn Fast, and Stronger Together.
* ** Social Impact:
** Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and…