Sr Data Analyst, Customer Operations

Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in‑person moments that strengthen collaboration and culture. Occasional in‑person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long‑term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved, open position within the organization.

Scribd is evolving from one of the world’s largest document libraries into a platform where active knowledge building happens. With a library of 300 million documents and over 250 million monthly visitors, our next chapter focuses on helping users move from simply finding information to building deep, actionable understanding.

As the Senior Analytics Lead you will own analytics and operational insights for the Customer Operations organization. You will partner closely with Customer Operations leadership & team, Product, Finance (Rev Ops), and Data Engineering to build trusted reporting, improve operational rhythms, and drive measurable outcomes across retention, expansion, customer health, and support efficiency.

In this role, you will translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting. You will also help the organization adopt AI‑enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.

You are a deeply analytical thinker who is curious and loves to solve problems. You are comfortable operating in a fast‑moving environment with evolving priorities. You combine strong technical skills with an operator’s mindset and can communicate clearly with both technical and non‑technical partners.

You care deeply about:

• Building trusted datasets, definitions, and reporting that teams can rely on.
• Turning ambiguous questions into structured analyses and measurable hypotheses.
• Creating operational metrics and dashboards that are easy to use and drive action.
• Applying AI thoughtfully, with clear success metrics and appropriate governance.

• Own Customer Success and Customer Operations measurement
  • Define and maintain core metrics and business definitions across the customer lifecycle, including onboarding milestones, time‑to‑value, engagement, customer health, renewals, expansions, and churn.
  • Create clear documentation and enable consistent interpretation across Customer Success Operations, Rev Ops, Finance.
  • Establish instrumentation and data quality requirements with Data Engineering to ensure reliable sources of truth.
• Build decision‑ready reporting and self‑serve analytics
  • Build and iterate on dashboards, KPI scorecards, and operational reporting that support day‑to‑day execution and executive visibility.
  • Enable self‑serve analytics with clear definitions, drill paths, and actionable views for CS leaders, managers, and operators.
  • Create automated reporting and proactive alerting for KPI movement and risk signals, such as drops in engagement, support spikes, onboarding delays, and renewal risk.
• Customer retention, churn, and expansion analytics
  • Define and…