Senior Customer Success Analytics Analyst

An overview of this role

As a Senior Customer Success Analytics Analyst you'll be a key partner to our global Customer Success and Digital CS teams using data to improve how we engage retain and grow our customers at scale. You'll translate questions from Customer Success Strategy Marketing and Product partners into clear analytical requirements. You'll explore customer engagement adoption and satisfaction data and turn findings into dashboards reports and recommendations that support better decisions across Digital CS programs scaled engagements and the broader customer lifecycle. Working closely with Customer Success Analytics teammates and cross-functional stakeholders you'll build and maintain analytics foundations that power one-to-many engagements digital touchpoints and automation. You'll experiment with analytics and customer success tooling to increase speed to insight. You'll also advocate for data quality consistency and clear definitions as you shape how we measure and understand customer health and outcomes.

What you'll do

• Partner with Digital Customer Success Strategy Marketing Product and other Go-To-Market teammates to translate questions about customer health satisfaction and engagement into clear analytical requirements.

• Design and build dashboards and reports that provide a single source of truth for case management digital engagement adoption retention conversion and customer satisfaction metrics.

• Explore and analyze data from sources such as customer success platforms GitLab University Salesforce marketing automation tools and web and product analytics to uncover trends risks and opportunities to improve customer outcomes.

• Craft well-structured maintainable visualizations in business intelligence tools that follow internal standards and make it easy for customer-facing teams to monitor performance and take action.

• Partner with operational and data teams to define requirements for customer success and engagement data models shaping how data is collected structured and made available for analysis.

• Analyze one-to-many engagements and digital touchpoints including webinars workshops emails and in-app messaging to understand effectiveness and recommend data-driven optimizations.

• Use segmentation cohort analysis and experimentation techniques such as A/B testing to inform scaled engagement strategies and forecast the impact of digital programs.

• Serve as a subject matter expert in customer success analytics by sharing best practices documenting logic and methodologies and providing guidance to help partners and other analysts use data to make better decisions.

What you'll bring

• Experience in analytics roles focused on customer success and SaaS including analyzing customer engagement adoption and health across the customer lifecycle.

• Background combining data from multiple customer and go-to-market systems (for example customer success platforms such as Gainsight product analytics CRM and marketing automation) to create a unified view of customer behavior and outcomes.

• Proficiency writing complex SQL queries with joins aggregations common table expressions and conditional logic to support reporting and in-depth analysis.

• Skill in designing and building business intelligence dashboards (such as in Tableau Looker or Power BI) that track customer success and digital engagement KPIs and that are maintainable scalable and aligned to stakeholder needs.

• Ability to translate complex customer success and digital engagement questions into clear analytical approaches and to communicate findings and recommendations in a concise accessible way to both technical and non-technical audiences.

• Experience collaborating with cross-functional partners such as Digital Customer Success Strategy Marketing Product and Sales in a remote distributed environment.

• Attention to data quality consistency and performance with a habit of documenting assumptions logic and edge cases clearly.

• Openness to experimenting with new tools and methods including generative AI and experimentation techniques and to applying transferable skills from related analytics or data roles.

About the team

The Revenue Analytics team sits within GitLab’s Revenue Strategy & Operations organization and focuses on turning sales and go-to-market data into clear actionable insights for leaders and frontline teams. You’ll join a distributed group that partners closely with Sales Customer Success Finance and other Revenue Operations team members to understand pipeline health quota performance and broader go-to-market metrics and to build the tools and reporting that support better decisions. The team works asynchronously across time zones using GitLab and our data stack to collaborate on projects share context and maintain transparency. Current priorities include strengthening our sales analytics foundation deepening our use of business intelligence tools like Tableau and building repeatable analytics that help stakeholders quickly understand performance and identify opportunities to improve results.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education experience knowledge skills abilities of the applicant equity with other team members alignment with market data and geographic location. The base salary range does not include any bonuses equity or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$87400—$187200 USD