Analyst, Digital Customer Success

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.  

Digital Customer Success - Analyst

 

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. We partner with our customers throughout their experience journey and help them unlock the most value from our products and services. We understand our customers' goals and, as trusted advisors, recommend solutions to the challenges they face.

We are looking for scrappy and collaborative individuals to join our group and have direct impact on our customer retention and maturity. We have ambitious members on this team, and are always looking for more amazing talent!

Qualtrics is seeking a Digital Customer Success Analyst who can turn complex operational data into strategic insights that power our CS programs at scale. If you are technically capable, a superb problem-solver with SQL and data analysis skills, have strong communication abilities, and want to work at a fast-growing tech company, Qualtrics could be the place you've been dreaming about.

 

How You’ll Find Success

• You will know you are doing an extraordinary job when your analyses directly drive customer renewal and expansion decisions, and your data infrastructure enables CS teams to operate at scale.
• You bring technical depth in SQL and data analysis combined with business acumen to translate complex datasets into actionable insights for Customer Success teams.
• You have strong organizational skills, can juggle multiple priorities, and are a great communicator who can translate technical findings for non-technical audiences.
• You are inventive in the face of data challenges, and know how to build robust analytics infrastructure that powers targeted, personalized, and predictive customer experiences.
• Collaborate cross-functionally on data projects that improve overall customer experience, leading to greater satisfaction and loyalty among our clients.

 

How You’ll Grow

• Contribute to the strategy and execution of data-driven CS programs, establishing yourself as the technical expert who bridges analytics and business impact.
• Partner closely with our CS Operations, GTM, and Data Engineering teams and establish yourself as the subject matter expert
• Partner closely with our CS Operations, Global Operations, and the Customer intelligence team to build scalable infrastructure for the Digital CS program 

Things You’ll Do

• Design and maintain complex SQL queries for customer health scoring, maturity tracking, and operational reporting (Redshift environment)
• Build data pipelines and models that power segmentation, cohort analysis, and predictive customer insights
• Architect operational dashboards in Gainsight that drive daily CS team actions and leadership decisions
• Perform deep-dive analyses on churn, expansion, and product adoption patterns - present findings to leadership
• Own data quality across CS systems (Gainsight, Salesforce, Data Warehouse) and collaborate with teams to improve accuracy
• Operationalize insights that assist Customer Success teams in driving renewal and expansion at a Global scale

What We’re Looking For On Your Resume

Required:

• Bachelor’s degree
• 3+ years hands-on experience with SQL - proficiency with CTEs, window functions, joins, and query optimization required
• Proficiency with BI tools
• Experience building operational analytics or business intelligence for go-to-market teams (CS, Sales, Marketing, Produc