Customer Success Analytics Lead

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

About you

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

The Customer Success Analytics Lead is a key role within Udemy Business Analytics focused on delivering Customer Success and Retention related insights. This individual is responsible for enhancing the current business intelligence suite, increasing customer retention and mitigating revenue churn through data-driven signals, and being a force multiplier for Customer Success and Renewal teams. They work closely with other departments such as Operations and Finance to ensure timely and accurate reporting of KPIs and metrics for monthly and quarterly business reviews as well as e-staff and board presentations

What you'll be doing

Data Management & Operational Excellence:

• Partner with data engineering and oversee the collection, organization, and management of CS and Renewals data from various systems such as Salesforce and Gainsight in the data lakehouse.
• Automate reporting for the Renewals forecasting process to enhance the efficiency of CS operations.

CS & Renewals Metrics & KPIs:

• Define, track, and report on key performance indicators (KPIs) and metrics that measure customer success. Common KPIs include Gross retention rate, Customer Lifetime Value (CLTV), churn rate, and product usage metrics.
• Develop dashboards and reports that provide actionable insights for the CS team and other departments. 
• Ensure data quality, accuracy, and consistency across the CS business intelligence suite.

Proactive Insights:

• Analyze customer and product usage data to identify trends, patterns, and opportunities for improving customer retention and engagement.
• Use segmentation to tailor customer success strategies based on customer type, size, usage patterns, or other relevant factors.
• Implement predictive analytics models to identify customers at risk of churn and collaborate with the CS team to implement retention strategies.
• Analyze reasons for contraction and churn and provide actionable insights to reduce it.

Cross-Functional Collaboration:

• Work with other teams (Sales, Operations, Finance, etc.) to outline cohesive narratives of the business.
• Share data-driven insights to inform CS strategies and the product roadmap.

Reporting & Stakeholder Communication:

• Provide regular reports and presentations to leadership on the health of the customer base, the effectiveness of customer success programs, and other key metrics.
• Advocate for data-driven decision-making within the organization and drive initiatives based on insights from customer data

What you’ll have

• Experience as a Customer Success Analyst at a B2B Saas Company
• Analytics skills: You know what questions to ask, what the data says, and what actions to take based upon the results.
• Process improvement know-how: Continuous improvement is in your DNA. You can enhance business processes from the diagnosis to documentation to execution.
• Data storytelling: You know how to create compelling presentations and can lead executives through data deep-dives.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

About your Skills

• Analytical Skills: Proficiency in data analysis, statistical modeling, and using analytics tools such as SQL, Tableau, Excel/Google Sheets, or similar platforms.
• Customer-Centric Mindset: Deep understanding of customer success principles and how data can enhance customer experiences.
• Problem-Solving: Ability to take complex data and translate it into actionable insights.