Customer Success Program Specialist, Data & Insights

POSITION SUMMARY

As the Customer Success Program Specialist, you will play a pivotal role in ensuring the success and effectiveness of our Customer Success department.  You will be responsible for leveraging data analytics and forecasting techniques to drive strategic initiatives and improvements while evaluating risk, mitigating churn, and maximizing retention. This role offers a unique opportunity to lead impactful programs directly contributing to our company’s growth.

This role will be based out of our Denver office at least one day a week. 

KEY RESPONSIBILITIES

• Develop and execute data-driven strategies to forecast post-sales customer behavior, identify churn risks, and support the team to address potential issues and outliers proactively.
• Lead cross-functional initiatives to improve customer retention rates through targeted interventions and personalized engagement strategies.
• Collaborate with internal stakeholders, including Customer Success Leadership, Sales, Marketing, Support, BI, and Product teams, to develop playbooks, optimize processes, and enhance overall customer journey and experience.
• Establish metrics and KPIs to track the effectiveness of Customer Success and cross-functional initiatives, providing regular reporting and insights to leadership. 
• Drive continuous improvements by analyzing customer and team feedback and data, A/B testing against KPIs, and evaluating emerging trends and best practices in Customer Success
• Ensure data cleanliness across all Customer Success inputs, outputs, and systems. 
• Foster a culture of learning and continuous improvement based on data

REQUIREMENTS

• Bachelor’s Degree in Business Administration, Business Intelligence, Data Analytics, a  related field or three years relevant experience leading NRR, GRR, and impactful KPI programs
• Minimum one year of experience working with Customer Success Team Data, with a proven track record of implementing programs that drive retention and reduce churn
• Strong background in data analytics, including experience in forecasting models, churn analysis, and customer segmentation techniques
• Proficiency in data visualization tools (ex: Tableau, etc) and SQL or other querying language
• Excellent communication skills, with the ability to distill complex data insights into actionable recommended pathways for stakeholders and leadership
• Passion for customer success and dedication to delivering operational excellence