Senior Customer Success Analytics Analyst

Remote, North America

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

We are hiring a Senior Customer Success Analytics Analyst to support our Digital CS teams. As a Senior Analyst, you will partner with our global customer engagement teams to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

What you'll do

  • Analyze One-to-Many Engagements: Assess performance metrics for one-to-many customer interactions such as webinars, workshops, and virtual events, measuring attendance, engagement, and conversion rates.
  • Analyze Digital Touchpoints: Gather and analyze data from digital customer engagement channels (e.g., GitLab University, email campaigns, in-app messaging) to understand user behavior and effectiveness of engagement strategies.
  • Report on Key Metrics: Develop and maintain dashboards that track KPIs related to case management, digital engagement, adoption, retention, conversion, and customer satisfaction, providing timely and actionable insights for cross-functional teams.
  • Optimize Digital Strategies: Work closely with Strategy, Customer Success, Marketing, and Product teams to recommend improvements for digital and scaled engagement strategies based on data-driven insights.
  • Segment Customer Engagements: Leverage customer segmentation and cohort analysis to enable personalized, relevant digital and scale engagements across customer lifecycle stages.
  • Forecasting and Planning: Assist in forecasting the impact of digital and scale engagement initiatives and planning for resource allocation to meet performance targets effectively.
  • Enhance Automation Efforts: Collaborate with teams to refine automation workflows and personalize at scale, improving efficiency and relevance of digital touchpoints and engagement programs.

What you'll bring

  • 5+ years of experience in a data analytics role, preferably in a B2B SaaS environment.
  • Analytical Skills: Strong expertise in data analysis, including proficiency in SQL, Excel, and data visualization tools like Tableau, Looker, or Power BI.
  • Experience with Digital Analytics Tools: Familiarity with Snowflake, Tableau, Google Analytics, Customer Success platforms (e.g.Gainsight), CRM systems (e.g., Salesforce), and marketing automation tools (e.g Marketo).
  • Understanding of Customer Success & Marketing Analytics: Proven experience analyzing customer success metrics and digital marketing performance, including familiarity with metrics like churn, renewal rates, and customer lifetime value.
  • Strong Communication Skills: Ability to convey complex data insights clearly and concisely to non-technical stakeholders, with experience presenting findings to executives and cross-functional teams.
  • Customer-Centric Mindset: A passion for understanding customer needs and behaviors, and using data to enhance the customer experience.
  • Problem-Solving Skills: Proactive and solutions-oriented, with a demonstrated ability to translate data insights into practical recommendations.
  • Experimentation Mindset: Experience designing and analyzing A/B tests and a strong understanding of statistical analysis to guide decision-making.
  • Attention to Detail: High accuracy in analysis and reporting, with a methodical approach to data verification and validation.
  • Adaptability and Collaboration: Comfortable working in a fast-paced, collaborative environment, with the ability to adapt to shifting priorities and rapidly changing requirements.

How GitLab will support you

Hiring process

  • Selected candidates will be invited to schedule a screening call with our Global Recruiters.
  • Next, candidates will be invited to schedule a first interview with the Senior Manager of Customer Success Strategy.
  • Next, candidates will be asked to complete a technical take-home assignment followed by a technical peer interview. 
  • Next, candidates will meet with a senior stakeholder on the Digital and/or Scale Customer Success team. 
  • The final interview is with the Senior Director of Sales Strategy. 
  • Successful candidates will be made an offer after references are verified.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

#LI-DNI

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

California/Colorado/Hawaii/New Jersey/New York/Washington/DC pay range

$84,000 - $180,000 USD

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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