Experienced Data Analyst – Customer Success Strategy & Analytics

At arenaflex, we're revolutionizing the way businesses interact with their customers. Our Customer Success Strategy & Automation Team is at the forefront of this revolution, accelerating customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at a global scale. We're now seeking an experienced Data Analyst to join our team and help drive best-in-class customer experience. As a Data Analyst on our team, you'll be responsible for turning complex customer data into actionable insights that help drive retention, product adoption, and expansion. You'll be a strategic partner to Customer Success leaders, surfacing trends and retention drivers that improve decision-making, scale best practices, and ultimately lead to more successful customers.

Responsibilities:

• Analyze customer data including health scores, product usage, support trends, and CS engagement data to identify key trends and drivers of customer success

• Build dashboards and reports to track key metrics related to customer retention, adoption, and risk, using tools such as Looker and other Business Intelligence platforms
• Partner with CS leadership to define success metrics and provide insight into their book of business and team performance, ensuring alignment with arenaflex's overall business objectives
• Analyze key churn and contraction drivers at different customer lifecycle stages to identify areas of opportunity and inform arenaflex's retention strategy
• Provide retrospective analysis on churned customers to inform arenaflex's retention strategy and identify opportunities for improvement
• Support segmentation, headcount planning, and coverage model analysis to ensure optimal resource allocation and customer engagement
• Drive CS analytics initiatives in partnership with RevOps, Enterprise Data and Analytics, and Product teams to ensure seamless integration and maximum impact
• Translate business questions into actionable reporting and dashboards, using data visualization techniques to communicate complex insights to non-technical stakeholders

Qualifications:

• 5+ years of experience in an analytics or business intelligence role, preferably in a B2B SaaS environment, with a proven track record of driving business outcomes through data-driven insights

• Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred), with experience working with large datasets and complex queries
• Understanding of customer success, retention, and post-sales engagement models, with a passion for staying up-to-date on industry trends and best practices
• Strong business acumen and ability to tie analysis to strategic impact, with experience working with cross-functional stakeholders, including CS, Sales, and Product
• Strong communication skills – ability to explain data insights to non-technical audiences, with experience presenting complex data findings to senior leadership and other stakeholders
• Experience working as an analyst supporting Customer Success preferred, with a proven track record of driving customer retention and growth
• Experience working with Gainsight, Salesforce, or Snowflake preferred, with a strong understanding of these platforms and their applications in customer success and analytics

Why Join arenaflex?

This is a high-impact role at the intersection of technology and customer value, where you'll directly enable arenaflex's Customer Success team to engage smarter, faster, and more proactively. You'll be part of a dynamic team that's passionate about driving customer success and growth, with a strong focus on collaboration, innovation, and continuous learning.

What We Offer:

• Competitive annualized base salary range of $113,000.00-$169,000.00, with opportunities for bonus, benefits, and related incentives

• A dynamic and inclusive work environment that values diversity, equity, and inclusion, with a strong focus on employee well-being and work-life balance
• Opportunities for professional growth and development, with access to training, mentorship, and career advancement opportunities
• A collaborative and innovative work culture that encourages experimentation, creativity, and continuous learning
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

How to Apply:

If you're a motivated and analytical individual with a passion for customer success and data-driven insights, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We can't wait to hear from you!

About arenaflex:

arenaflex is a leading provider of customer experience software, powering billions of conversations with brands around the world. We're committed to delivering best-in-class customer experience, and our Customer Success Strategy & Automation Team is at the forefront of this effort. We believe in offering our people a fulfilling and inclusive experience, with a hybrid work model that enables collaboration, innovation, and continuous learning. Join us in our mission to revolutionize the way businesses interact with their customers! Apply for this job