Customer Operations, Strategic Planning

Location: New York

Senior Business Analyst, Customer Strategy Planning & Analytics

Join to apply for the Senior Business Analyst, Customer Strategy Planning & Analytics role at

Senior Business Analyst, Customer Strategy Planning & Analytics

Join to apply for the Senior Business Analyst, Customer Strategy Planning & Analytics role at

Description

The Customer Strategy & Operations team sits within ’s

Description

The Customer Strategy & Operations team sits within ’s Chief Customer Officer (CCO) organization. We partner with Customer Success, Onboarding, Support, and Professional Services to deliver data‑driven insights that power world‑class customer experiences and industry‑leading net revenue retention. As a Senior Business Analyst, you will own the analytics lifecycle—from raw product‑usage logs to executive‑ready recommendations that shape how we serve and grow our customer base.

About

The Role

• Customer Health & Retention Analysis:
  Develop metrics, dashboards, and deep‑dive analyses on NDR, GDR, churn, adoption, and product usage to surface growth opportunities and risk signals.
• Insights & Reporting for the CCO:
  Lead the weekly/monthly business‑review cadence, delivering timely insights that guide customer strategy, resource allocation, and account‑level plays.
• Predictive Modelling & Forecasting:
  Build models to predict renewal likelihood, expansion potential, and churn drivers; partner with Data Engineering to product ionize solutions in Snowflake and Looker.
• Data Visualization & Storytelling:
  Design intuitive dashboards and executive‑level presentations that translate complex findings into clear, actionable narratives.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with Customer Success, Support, Product, Finance, and Revenue Operations to design programs that improve customer outcomes and drive NDR.
• Operational Enablement:
  Provide ad‑hoc analysis for capacity planning, strategic planning, and executive‑level requests.

Requirements

• 6+ years in customer analytics, customer success operations, or revenue analytics within a B2B SaaS environment partnering closely with post‑sales teams.
• Demonstrated business modeling skills—able to translate customer and operational data into scenarios, forecasts, and actionable revenue insights.
• Exceptional analytical and storytelling skills—able to distill complex findings into clear, actionable insights for non‑technical audiences.
• Proficient SQL skills—you can write and maintain easily understood queries in Snowflake (or similar warehouses).
• Proven experience designing dimensional data models and building self‑serve dashboards in Looker, Tableau, or comparable BI tools.
• Bachelor’s degree (or equivalent practical experience) in an analytical or quantitative field.

Nice To Have

• Hands‑on expertise creating customer health scores, churn/expansion propensity models, and predictive retention forecasts.
• Familiarity with customer‑centric platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce) as well as key CS metrics (CSAT).
• Prior support of Customer Success or Customer Operations teams.

What  Can Offer You

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefit package, bonus potential, and eligibility to take part in the company equity incentive program
• Amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver, London, Kiev, Sydney, São Paulo, and Tokyo

Please note that this role is on a hybrid model.

Visa sponsorship for this role is currently not available.  is proud to be an equal-opportunity…