Customer Experience Analyst, Pigment

• 5–8+ years in Data Analytics, Analytics Engineering, or Business IntelligenceAdvanced SQL and experience with enterprise-scale data warehouses (Snowflake, BigQuery, Redshift)
• Strong experience with SaaS metrics at scale (ARR, GRR, NRR, churn, expansion, usage)
• Hands-on experience with BI tools (Looker, Tableau, Power BI, Mode, etc.)
• Experience supporting enterprise CS or RevOps teams

Desirable

• We are seeking a Data Analyst to join our GTM Analytics Team
• In this role, you will own the data strategy that powers our global Customer Success & Professional Services organizations helping us understand customer health, predict risk, and drive retention and expansion across complex enterprise accounts
• You’ll operate at the intersection of analytics, data engineering, and business strategy, partnering with CS leadership, Product, Finance, and Sales to ensure decisions are grounded in trusted, scalable data
• Own CS executive dashboards: customer health, churn risk, renewals, NRR, GRR, adoption, and expansion
• Build advanced Pigment models and customer-level datasets for enterprise lifecycle analysisStandardize enterprise CS & PS metrics and definitions across teams and regions
• Design and maintain scalable data pipelines from Salesforce, Vitally, Pigment, FreshDesk, Skilljar, Netsuite, Gong and other tools in our stackPartner with Data Engineering on transformations (dbt, warehouse modeling)
• Drive internal usage & adoption of our Analyst & Modeler AI Agents Ensure data quality, governance, and documentation for all post-sales data assets
• Act as the analytics partner to CS & PS leadership and regional customer orgs
• Answer high-impact questions like: What predicts churn in enterprise accounts? Where are our expansion opportunities? How does product adoption correlate to renewal outcomes?
• Build role-based reporting for CSMs, Managers, and Executives
• Train CS teams on how to use data in QBRs, account planning, and renewal strategy
• Drive adoption of data tools and insight-driven workflows
• What Success Looks Like:
• CS leadership relies on your insights for forecast, renewal, and expansion planning
• Churn risk is visible 90+ days in advance
• CSMs use your dashboards in every QBR
• Data is trusted, consistent, and embedded in CS workflows

• We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate