Customer Success Analyst
Core
Build data models, dashboards, and AI-driven insights to drive Customer Success staffing, capacity planning, and operational efficiency for a medical device company.
Role type
Senior Customer Success Analyst (Strategic Analytics)
Builds
Capacity models, support ticket analysis, customer health scores, Tableau dashboards, and AI-assisted workflows.
Domain
Healthcare technology / Medical devices / B2B SaaS
Deliverable
dashboards & analysis
Required skills
SQL, Tableau, Salesforce, Python, AI/LLM tools, Excel modeling, data visualization
Preferred skills
Healthcare/medical device domain, customer success platforms (Gainsight/ChurnZero), NPS programs
Technologies
Amazon Redshift, Tableau, Salesforce, Python, LLMs
Responsibilities
Build capacity and headcount models for CS/Support teams; analyze support ticket data to identify root causes and trends; define and track operational KPIs; develop customer health scoring and churn indicators; measure onboarding performance and time-to-value; build executive dashboards; improve Salesforce data structures; apply AI tools to classify and summarize unstructured data; lead ad-hoc cross-functional analyses.
Seniority
Senior, hands-on IC
