Head of Analytics, Customer Success
- San Francisco, CA
The Customer Success Operations team manages the day-to-day operations of the CS organization (Workforce Management, Vendor Management, Tools/Infrastructure), as well as identifying, designing and implementing strategic projects to improve the performance (quality and efficiency) of our CS team. We are a data-driven team: data and analytics is central to everything we do and underpins all of the functions mentioned above. Our analytics team is “full stack”, meaning they have responsibility for our data infrastructure (APIs, ETLs) through to the creation of dashboards and custom insights projects. The Customer Success Analytics Lead will manage our analytics team, taking the lead on crafting the team strategy and roadmap as well as personally leading our most important analytics initiatives.
We are looking for a leader who combines a strong analytical background with excellent team leadership abilities, and who can develop relationships and lead change in a highly cross-functional environment.
Set the vision and roadmap for the CS Analytics team. Look beyond the immediate asks on the team to prioritize infrastructure, skills and process changes that will enable the team to scale to meet its future needs. For example, decide on the best strategy for individual analyst specialization vs. redundancy benefits of generalists, or decide whether to prioritize insights work vs. data infrastructure improvements.
Manage, nurture and grow our CS analyst team. Develop their skills and experience through investing time in detailed reviews of their work, coaching specific skill areas and collaborating on career development paths.
Be the visible lead of the team and promote their work. Develop and own relationships with analytics stakeholders, and manage/prioritize their asks, including setting realistic expectations. Collaborate with partner teams on delivering new work (for example on the change management associated with rolling out new metrics to advocates). Develop a communications plan to share updates on the team’s work both within and outside of CS.
Iterate and run the team operating rhythm. Consider the prioritization process, accountability framework, and code review process. Manage and iterate the on-call process.
Lead our large strategic analytics projects such as the measurement framework for service segmentation that is launching later in the year
Own our reporting of KPIs and develop a deep understanding of the trends and drivers within them. Identify issues we need to understand better and structure deep-dives to uncover actionable insights on them, why drivers of efficiency are trending down and what we might do to improve them.
8+ years of business experience in an analytical capacity
Experience managing and developing a team of at least 5 analysts, covering both individual development as well as overall team strategy and operations
Extensive experience with SQL and Excel. These are the languages/products your team will work in, so you must be strongly knowledgeable to coach and review effectively.
Familiarity with data engineering concepts; design, construction and management of data pipelines
Ability to structure complex problems, drive to data-driven solutions and project-manage their implementation
Proven track record of managing relationships and delivering projects in partnership with a wide variety of teams and functions within a medium-large company
Ability to translate quantitative data into actionable business recommendations and communicate complex data concepts to both senior and junior levels within the organization. Strong written and presentation skills are important
Preferred: Familiarity with the world of Customer Success / Customer Support, including common metrics, drivers and business best practices
Preferred: Knowledge of Python, R and Looker, as well as familiarity with statistical analytical techniques