Customer Success Analytics Analyst, GitLab
$84-180k
Salary applies to California/Colorado/Hawaii/New Jersey/New York/Washington/DC. Plus equity
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
$84-180k
Salary applies to California/Colorado/Hawaii/New Jersey/New York/Washington/DC. Plus equity
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- 5+ years of experience in a data analytics or business intelligence role, preferably in a SaaS or customer success environment
- Hand on experience analyzing customer data, building predictive models, and providing actionable insights
- Analytical and Statistical Skills: Proficiency in data analysis techniques, including statistical analysis, predictive modeling, and segmentation, with strong attention to detail
- Experience working with Customer Success teams developing metrics and KPIs
- Data Visualization Expertise: Experience with data visualization tools (e.g., Tableau, Gainsight, Salesforce) to create reports and dashboards that communicate complex data in a clear, concise manner
- Proficiency in Data Tools: Advanced knowledge of SQL, Snowflake and Excel for querying and analyzing large datasets
- Communication and Collaboration Skills: Strong verbal and written communication skills, with the ability to translate complex data into actionable insights for non-technical stakeholders
- Problem-Solving Ability: Ability to identify patterns in data, think critically, and propose solutions that drive customer success and retention
- Customer-Centric Mindset: A passion for understanding customer needs and behaviors, and using data to enhance the customer experience
- Educational Background: Bachelor’s degree in Data Analytics, Statistics, Computer Science, Business, or a related field. A master’s degree or relevant certifications is a plus
What the job involves
- Customer Data Analysis: Analyze customer data, usage patterns, and health scores to uncover trends, behaviors, and insights that impact customer retention, satisfaction, and product adoption
- Reporting and Dashboards: Build and maintain dashboards and reports that provide visibility into key customer success metrics (e.g churn rate, product adoption) for both internal teams and executives. Track key performance indicators (KPIs) related to customer success, regularly reporting on these metrics and advising on areas for improvement and strategic focus
- Customer Health Score Development: Contribute to the design and continuously improve upon customer health scoring models based on key metrics such as product usage, engagement, support tickets, and feedback to provide a clear view of account health
- Customer Segmentation: Perform customer segmentation analyses to identify high-value accounts, common behavioral patterns, and opportunities for upsell, cross-sell, or targeted engagement strategies
- Cross-Functional Collaboration: Collaborate closely with the Customer Success, Product, Data, Sales, and Marketing teams to ensure data-driven strategies are aligned with business goals and customer needs
- Program Effectiveness Evaluation: Measure the impact and effectiveness of customer success programs, providing feedback on what’s working, what’s not, and recommending areas for optimization and scale
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $434.7m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company HQ
Financial District, San Francisco, CA
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
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