Senior CS Data Analyst

Senior CS Data Analyst

Location: Berlin or Paris, with possibility of two remote working days per week

Responsibilities

• KPI Definition & Governance: Establish, define, and maintain the core KPI framework for the CS organisation, including CSAT, CES, LTV, and team utilisation metrics, ensuring consistency across markets and platforms.
• Workforce & Capacity Forecasting: Build and maintain forecasting models to support workforce management and operational planning for CS teams across Europe.
• CRM Analytics: Own and manage CRM platforms from an analytics perspective, conducting deep-dive analyses on customer behaviour, lifecycle patterns, and churn signals based on CRM inputs.
• Steering Dashboards: Design and deliver actionable dashboards for CS Management, enabling data‑driven decisions on team performance and customer outcomes.
• Cross‑functional Connectivity: Bridge CS insights with Product and Marketing analytics, ensuring a unified view of the customer across the organisation.
• Data Modeling & Collection: Build robust, scalable data models using SQL and dbt to support recurring and ad‑hoc analytical needs.
• Project & Stakeholder Management: Lead analytical projects end‑to‑end, managing timelines, priorities, and senior stakeholder expectations across CS Operations and beyond.

Qualifications

• Experience: 5+ years in Data Analytics, with a proven track record supporting operational or customer‑facing organisations in a fast‑paced environment.
• Technical Excellence: Expert‑level SQL and solid experience with dbt (modelling, testing, and documentation).
• Domain Expertise: Prior experience in Customer Success, CRM analytics, or workforce planning is highly valued. Background in FinTech or SaaS is a plus.
• Analytical Breadth: Comfortable working across forecasting, LTV modelling, funnel analysis, and operational KPI frameworks.
• Communication: Ability to turn complex, ambiguous problems into clear, actionable recommendations for senior non‑technical stakeholders.
• Language: Fluent in English; excited to work in a diverse, international setting.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc., as per applicable law.