Senior Data Analyst, Customer Operations

Scribd Inc. is on a mission to advance human understanding. Our four products Scribd Slideshare Everand and Fable help billions of people across the globe move beyond access and into insight application and expertise.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd Inc. employees regardless of location.

So what are we looking for in new team members At Scribd Inc. we hire for GRIT. Traditionally defined as the intersection of passion and perseverance toward long-term goals GRIT reflects the mindset we expect from every employee. For us it also serves as a practical framework for how we work: setting and achieving Goals delivering Results within your role contributing Innovative ideas and solutions and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved open position within the organization.

Scribd is evolving from one of the worlds largest document libraries into a platform where active knowledge building happens. With a library of 300 million documents and over 250 million monthly visitors our next chapter focuses on helping users move from simply finding information to building deep actionable understanding.

As the first Senior Data Analyst embedded in Customer Operations you will have the unique opportunity to build the CS Analytics function and own analytics and operational insights for the department. You will partner closely with Customer Operations leadership & team Product Finance (RevOps) and Data Engineering to build trusted reporting improve operational rhythms and drive measurable outcomes across retention expansion customer health and support efficiency.

In this role you will translate ambiguous questions into clear measurement frameworks forecasting models and actionable reporting. You will also help the organization adopt AI-enabled analytics and automation to reduce manual work improve decision quality and establish strong measurement and governance.

You are a deeply analytical thinker who is curious and loves to solve problems. You are comfortable operating in a fast-moving environment with evolving priorities. You combine strong technical skills with an operators mindset and can communicate clearly with both technical and non-technical partners.

You care deeply about:

• Building trusted datasets definitions and reporting that teams can rely on.

• Turning ambiguous questions into structured analyses and measurable hypotheses.

• Creating operational metrics and dashboards that are easy to use and drive action.

• Applying AI thoughtfully with clear success metrics and appropriate governance.

• Own Customer Success and Customer Operations measurement

  • Define and maintain core metrics and business definitions across the customer lifecycle including onboarding milestones time-to-value engagement customer health renewals expansions and churn.

  • Create clear documentation and enable consistent interpretation across Customer Success Operations RevOps FinanceEstablish instrumentation and data quality requirements with Data Engineering to ensure reliable sources of truth.

• Build decision-ready reporting and self-serve analytics

  • Build and iterate on dashboards KPI scorecards and operational reporting that support day-to-day execution and executive visibility.

  • Enable self-serve analytics with clear definitions drill paths and actionable views for CS leaders managers and operators.

  • Create automated reporting and proactive alerting for KPI movement and risk signals such as drops in engagement support spikes onboarding delays and renewal risk.

• Customer retention churn and expansion analytics

  • Define and maintain retention metrics including logo and revenue churn GRR and NRR renewal rates and cohort retention.

  • Build and operationalize churn and renewal risk analyses and models that surface leading indicators.

  • Develop and iterate on customer health scoring frameworks that combine usage lifecycle events support signals billing signals and qualitative inputs.

• Forecasting and capacity planning

  • Build forecasting models for key planning needs such as renewal volume renewal risk churn expansion pipeline ticket volume and staffing capacity for our BPO partner

  • Define evaluation approaches such as backtesting holdouts calibration and monitoring and ensure forecasts remain reliable over time.

  • Partner with Customer Operations to translate forecasts into staffing plans coverage models and operating cadences.

• AI-enabled automation and productivity

  • Identify and prototype AI-driven workflows that reduce manual analysis and speed up decision-making such as automated insights narrative summaries anomaly detection triage and stakeholder Q&A.

  • Define success metrics and guardrails for AI-supported analytics including accuracy coverage bias considerations data privacy and appropriate human review.

  • Drive adoption through enablement feedback loops and iteration with cross-functional partners.

• Cross-functional partnership and storytelling

  • Translate Customer Success Operations questions into structured analyses and measurable hypotheses.

  • Communicate insights with clear narratives that influence decisions across technical and non-technical audiences.

  • Build strong relationships with CS Customer Ops RevOps Finance Support and Data teams to align priorities and execute effectively.

• 4 years of experience in analytics business operations or business intelligence roles ideally supporting Customer Success Customer Operations RevOps Support Sales Growth or similar customer-facing functions.

• Experience working in a B2C subscription or membership-based business (e.g. SaaS media streaming or consumer subscription) with hands-on familiarity with subscription metrics like LTV churn refund rate and renewal rates.

• Strong SQL skills and experience working with analytical datasets and BI tools (Looker Tableau etc.) with an emphasis on performance usability and metric governance.

• Comfortable working within an existing Databricks environment reading gold-layer schemas running queries and working with Data Engineering to understand what data is available and how to use it.

• Experience with Python (or similar) for analysis forecasting and modeling.

• A track record of building retention churn renewal risk forecasting or related analyses and translating outputs into business action.

• A strong foundation in statistics and experimental thinking including hypothesis testing and measurement design.

• Strong communication skills with the ability to influence stakeholders across technical and non-technical teams.

• Comfort working independently in an environment with evolving priorities.

Nice to have

• Experience with customer health scoring churn modeling retention and expansion analytics or lifecycle analytics.

• Experience with analytics engineering practices (for example dbt-style testing documentation and semantic layers).

• Experience evaluating or implementing AI or LLM-enabled analytics workflows including quality measurement and human-in-the-loop processes.

• Familiarity with SaaS subscription metrics cohort analysis and billing systems.

• Proficiency with Zendesk or similar customer support platforms and comfort working directly in support tooling to extract and analyze operational data.

At Scribd Inc. your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role level and geographic location. San Francisco is our highest geographic market in the United States.

In the state of California the reasonably expected salary range is between $97000 minimum salary in our lowest geographic market within California to $146000 maximum salary in our highest geographic market within California.

In the United States outside of California the reasonably expected salary range is between $80000 minimum salary in our lowest US geographic market outside of California to $138500 maximum salary in our highest US geographic market outside of California.

In Canada the reasonably expected salary range is between $101500 CADminimum salary in our lowest geographic market to $129500 CADmaximum salary in our highest geographic market.

We carefully consider a wide range of factors when determining compensation including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been the event that you are considered for a different level a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership and a comprehensive and generous benefits package.

Are you currently based in a location where Scribd Inc. can employ you
Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:

United States:

Atlanta Austin Boston Dallas Denver Chicago Houston Jacksonville Los Angeles Miami New York City Phoenix Portland Sacramento Salt Lake City San Diego San Francisco Seattle Washington D.C.

Canada:

Ottawa Toronto Vancouver

Mexico:

Mexico City

Benefits at Scribd Inc.

• Scribd Flex (flexible work model)

• Comprehensive health dental and vision coverage

• Mental health support and disability coverage

• Generous paid time off including vacation sick time holidays winter break volunteer time and sabbaticals

• Paid parental leave and family support benefits

• Retirement matching and employee equity

• Learning and development programs and professional growth opportunities

• Wellness and home office stipends

• Complimentary access to the Scribd Inc. suite of products

• Enterprise access to leading AI tools

Get to Know Scribd Inc.
About Scribd Inc.
Life at Scribd Inc.

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Scribd Inc. is committed to equal employment opportunity regardless of race color religion national origin gender sexual orientation age marital status veteran status disability status or any other characteristic protected by law. We encourage people of all backgrounds to apply and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.

Required Experience:

Senior IC