Senior Data Analyst, Customer Success - Digital and Scale

Smartsheet is looking for a Senior Data Analyst, Customer Success - Digital and Scale. As part of the Digital and Scale Customer Success team, you will partner closely with the Customer Success Teams and Leaders, Business Intelligence Team and Revenue Operations to optimize the customer journey, enhance digital engagement and ensure our customers achieve maximum value from Smartsheet via digital and scaled Customer Success motions. In this role you will analyze customer data and create actionable insights that help drive scalable customer success strategies and measure success. 

This important role will report to the Sr. Director, Customer Success - Digital and Scale and can be based at one of our offices or remote.

You Will:

• Collect, analyze and interpret data from multiple sources (CRM, CS platforms, product data, etc)
• Develop and maintain reports and dashboards to monitor key CS metrics such as usage, adoption, and health
• Analyze the impact of digital and scaled programs on key CS KPIs
• Uncover insights and report on digital program and campaign effectiveness  
• Identify trends, risks and opportunities to inform decision making for Digital and Scale strategies
• Present data-driven recommendations to stakeholders in a clear, concise and actionable manner
• Understand key elements of core customer data and ensure data quality for targeting
• Analyze the customer experience from onboarding through retention to optimize digital and scale engagement across channels (in app, email, self serve)
• Provide recommendations based on data analysis to improve customer engagement and retention.
• Develop models to predict churn, retention and expansion 
• Conduct segmentation analysis to design and tailor persona-based targeting for digital 
• Partner with Scaled Customer Success Program Managers and Digital Engagement Managers on the strategy for digital and scaled customer success programs
• Assist in the development and execution of digital strategies to scale customer success efforts.
• Partner with RevOps on the implementation, maintenance and business requirements of tooling (Gainsight and other tools) related to execution of CS digital and scale initiatives 
• Provide feedback into the product and internal tooling roadmaps in line with Digital and Scale strategy 
• Support the implementation of customer success tools and technologies.
• Stay up-to-date with industry trends and best practices in customer success and digital transformation.
• Stay up to date on the latest data best practices 
• Advocate for data accuracy across the business 
• Support the metrics framework development, planning and ongoing reporting for Digital and Scale
• Deeply understand Smartsheet customers’ core lifecycle to ensure digital and scaled motions drive high value use cases to accelerate growth and reduce churn
• Align and collaborate with key stakeholders in Customer Outcomes Journey, Marketing, Product Marketing, Business Intelligence and Revenue Operations
• Ensure alignment to best practices in data design in order to support a land, adopt and expand motion

You Have:

• 5 years+ experience working as a data analyst in a fast-paced, high growth software company on a post sale team, preferably in customer success
• 5 years+ experience articulating the value of robust solutions on customer business outcomes and a desire to utilize your experiences at scale to impact thousands of daily users 
• Experience working cross-functionally on customer transformation programs
• Hands on experience with tools such as SQL, Excel (advanced), BI platforms (Tableau, PowerBI) and analytics tools
• Familiarity with complex data structures, APIs, and system integrations
• Passion for analyzing complex problems, developing recommended solutions, and executing on your initiatives
• Advanced analytical and problem-solving skills, with the ability to break down complex problems and identify actionable insights.
• Strong knowledge of data analysis techniques, including statistical analysis, forecasting, and trend identification
• Experience and success partnering across departments
• Outstanding project management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
• Bachelor's degree in a relevant field is preferred
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels