Mid-Level Customer Success Planning and Performance Analyst

Responsibilities

• Leverage AI to accelerate analyses and daily productivity, and to explore and build solutions (agents, automations, copilots) that scale the operation's intelligence.
• Document processes and assumptions for information management and for AI adoption.
• Act as a strategic partner to Customer Success leadership in defining and tracking the key health metrics for the SMB (PME) portfolio (e.g., portfolio coverage, NPS, churn, expansion).
• Translate retention, engagement, and expansion targets into operational goals for the CS team, ensuring a scalable and segmented approach to the customer portfolio.
• Ensure predictability of recurring revenue by analyzing churn, contraction (downgrades), and identifying expansion opportunities (upsell/cross-sell) at scale.
• Structure analyses of the customer base to identify usage patterns, mass churn risks, and levers for growth and engagement.
• Develop and maintain dashboards and reports that provide CS leadership with a clear view of portfolio health, team performance, and the impact of initiatives.
• Monitor and optimize SMB customer journey metrics, such as onboarding time and adoption levels of key features.
• Actively participate in CS team rituals, providing data-driven insights about the portfolio to support strategic and tactical decisions.
• Serve as a bridge between Product, Marketing, and Data teams and the CS team to ensure SMB customer needs and feedback are addressed effectively.
• Propose and implement process and automation improvements focused on scaling, efficiency, and consistency in customer servicing and portfolio management.
• Contribute to the definition and review of retention goals and strategies based on analysis of customer behavior and portfolio performance.

Requirements

• Bachelor's degree, preferably in quantitatively oriented fields: Engineering, Statistics, Economics, Business Administration, or related areas.
• Solid experience in data manipulation and analysis, from querying information to translating it into actionable business insights.
• Previous experience in commercial planning, Sales Operations, CS Operations, or equivalent BI/Planning roles supporting revenue areas.
• Hands‑on experience setting and/or managing targets and performance indicators.
• Proficiency in SQL, Excel, and data manipulation and visualization tools (e.g., Metabase, Databricks, Power BI).
• Comfortable presenting results and recommendations to stakeholders at different levels, including executive leadership.
• Analytical curiosity and diligence in working with data.