CX Operations Insights Lead

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU'LL DO

We are seeking a highly analytical and detail-oriented CX Operations Insights Lead to support our Customer Success organization. The ideal candidate is passionate about data, excels at extracting actionable insights, and has a proven track record of driving informed decision-making through analytics. You should possess strong problem-solving skills and the ability to visualize data effectively to enhance customer engagement and retention strategies. A collaborative mindset and the ability to communicate findings clearly to stakeholders are essential for success in this role. In this senior-level position, you will lead strategic data initiatives that directly impact customer satisfaction and business performance.

Key Responsibilities:

• Conduct thorough analysis of customer success metrics, including churn rates, renewal rates, and customer satisfaction scores, to monitor overall performance and identify trends
• Develop and maintain reporting packages, dashboards, and analytical models to provide actionable insights regarding customer health, engagement, and retention for executive leadership
• Utilize advanced data modeling techniques to transform raw data into meaningful insights that inform customer success strategies and initiatives
• Collaborate with cross-functional teams, including Sales, Customer Experience, and Product, to ensure alignment on Customer Success initiatives and data needs
• Lead the design and implementation of Key Performance Indicator (KPI) reports and dashboards that track the effectiveness of customer success strategies and initiatives
• Streamline data processes and reporting mechanisms to enhance the efficiency of the Customer Success organization, enabling a more data-centric approach in daily operations
• Mentor junior analysts and provide guidance on best practices in data analysis and reporting within the Customer Success domain
• Drive regular business reviews with leadership, presenting key metrics and actionable insights that influence strategic planning and forecasting efforts
• Foster a culture of data literacy across the organization by collaborating with teams to improve their analytical capabilities and empower them to make data-driven decisions

WHO YOU ARE

• Excellent written and verbal communication skills
• 4+ years of proven experience in business intelligence, data analysis, or a quantitative field, preferably within a SaaS or Customer Success environment
• Demonstrated experience in leading data-driven projects that have significantly impacted customer retention and satisfaction
• Proficient in SQL, Microsoft Excel, and data visualization tools such as Looker or Tableau
• Bachelor’s Degree in finance, accounting, economics, data science, or a related field preferred
• Strong understanding of customer success metrics and KPIs that drive business outcomes, with the ability to translate complex data into actionable insights
• Detail-oriented with strong analytical and organizational skills
• Prior experience working in a SaaS business strongly preferred, with a deep understanding of customer engagement strategies and metrics

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $92,430 and $108,000/year with an expected On Target Earnings (OTE) between $102,700 and $120,000year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewa