Customer Success Performance Insight Analyst
Core
Build scalable data infrastructure and reporting frameworks for Customer Success operations, transforming complex datasets into actionable insights to drive business outcomes and operational efficiency.
Role type
Senior IC Customer Success Performance Insight Analyst
Builds
Scalable reporting frameworks, data pipelines, dashboards, and AI-driven automation systems for CX operations
Domain
SaaS / Customer Success / Data Analytics
Deliverable
production ML models | dashboards & analysis
Required skills
Advanced SQL, data modeling, systems thinking, data governance, KPI definition, LLM prompt engineering, cross-functional collaboration
Preferred skills
AI/automation strategy, conversational analytics, NPS management, knowledge system design
Technologies
SQL, Rippit, LLMs, conversation analytics platforms
Responsibilities
Design and build scalable data pipelines and reporting frameworks for self-service insights; Analyze large datasets to identify behavioral patterns and root causes of operational inefficiencies; Design and implement LLM prompts to automate QA and insight generation; Define, instrument, and track KPIs for customer experience and agent performance; Partner with leadership to translate data findings into strategic recommendations; Manage NPS outreach and conduct deep-dive analysis for executive presentations
Seniority
Senior, hands-on IC
