Analyst, Digital Customer Success

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 youve been dreaming about.

How Youll 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 Youll 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 Youll 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 Were Looking For On Your Resume

Required:

• Bachelors 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 Product)
• Technically capable excellent communicator

Nice to have:

• Customer Success experience
• Experience with Salesforce and/or Gainsight a plus
• Experience with statistics or applying mathematics to data analysis

What You Should Know About This Team

• We define and serve thoughtful data infrastructure that powers both digital and human-touch CS activities at scale.
• We deliver analytical insights that drive customer value realization through 1:many human and 1:many digital interaction channels.
• We work with internal CS stakeholders as well as stakeholders from other Qualtrics teams to craft data-driven projects that lead to meaningful business impact.
• This role requires technical depth - youll work with large datasets complex customer hierarchies time-series analysis and data quality challenges.

Our Teams Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events team outings and happy hours
• Qualtrics Experience Program - $1800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO 5 Personal Days 10 Holiday Closures
• On top of standard benefits package (medical employees and their families dental vision life insurance etc) we provide snacks drinks and free lunches in our offices

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life.