Customer Success Insights Analyst

NetSuite is seeking a highly motivated and results-oriented Customer Success Insights Analyst to join the Global Customer Operations team. This pivotal role is responsible for transforming customer data into clear, actionable insights that shape the strategies driving our customers’ engagement, satisfaction, and long-term success. As an Insights Analyst, you will analyze customer behaviors and business trends, measure the effectiveness of our customer success initiatives, and present compelling recommendations to leaders across the company. Your analyses will empower decision-makers, influence business outcomes, and directly contribute to improving the overall customer experience.

The ideal candidate is analytical, collaborative, and thrives at the intersection of data, business, and relationships. The ideal candidate is comfortable using business intelligence tools and data models, enjoys solving complex problems, and can clearly communicate findings to both technical and non-technical audiences—including executive leadership. They work proactively, are detail-oriented, and have a growth mindset that propels both their own learning and the success of those around them. Their skills in building cross-functional partnerships with Finance, Sales, Customer Success, and Operations teams will enable them to gather requirements, drive initiatives, and deliver measurable results in a fast-paced, dynamic environment.

JOB RESPONSIBILITIES: 

• Analyze Customer Success data and KPIs to identify trends, risks, and opportunities related to customer health and business performance.
• Develop and maintain dashboards and reports using BI tools to track key metrics such as customer churn, retention, engagement, and satisfaction.
• Conduct deep-dive analyses to assess the effectiveness of Customer Success initiatives and inform continuous improvement.
• Present clear, actionable insights and recommendations to Customer Success leadership and other stakeholders, supporting data-driven decision-making.
• Partner with cross-functional teams—including Finance, Sales, and Customer Success—to drive initiatives that enhance the customer experience.
• Automate and optimize data workflows and reporting processes to ensure data integrity, quality, and governance.
• Monitor and measure the impact of Customer Success strategies using relevant KPIs and business metrics.
• Stay current with analytics best practices and emerging tools to continuously elevate reporting and analysis capabilities.

EDUCATION & EXPERIENCE: 

• Bachelor’s degree in Business, Analytics, Finance, Information Systems, or a related field; Master’s degree a plus.
• 3-5 years of experience in a Business Analyst, Financial Analyst, Operations Analyst, or similar data-driven role, ideally within a SaaS, technology, or customer-facing environment.
• Demonstrated expertise in data analysis, reporting, and visualization; hands-on experience with BI and analytics platforms such as Tableau, Power BI, or Oracle Analytics Cloud strongly preferred.
• Advanced proficiency in MS Office Suite (Excel, PowerPoint, Word, Outlook); strong Excel modeling skills required.
• Track record of successful project management, including the ability to take ownership and deliver on multiple priorities and deadlines concurrently.
• Excellent verbal, written, and interpersonal skills, with the ability to build consensus and drive action across diverse teams.
• Highly analytical self-starter, with attention to detail, organizational skills, and motivation to solve complex business problems.
• Comfortable operating both independently and as part of a high-performing team, and engaging with executive leadership.
• Effective communicator with a focus on simplicity and clarity—able to convey complex data concepts to non-technical audiences.
• Experience with customer success operations, SaaS metrics, or cloud business models is highly desired.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $38,300 to $83,700 per annum.
US: Hiring Range in USD from $24.62 to $48.03 per hour; from: $51,200 to $99,900 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well