Senior Data Analyst, Customer Success

Key Skills

B2B, Customer Service, Data Analytics, Data science techniques, Effective communication skills, Github, GitLab, Looker, LookML, SaaS, SQL

Job Description

About the role

Deel is one of the fastest SaaS companies ever to reach 100M revenue, and is very far along the way to become the fastest company to $1B revenue. Driven by an enormous market, and high speed of innovation, Deel has expanded their product suite and customer base by many orders of magnitude in the last few years. With over 20,000 global customers, customer success is a vital strategic pillar for Deel. As Senior Analyst for Customer Success, you’ll work closely with CS leadership and teams across the globe, helping them make the right decisions to drive higher customer engagement, lower churn and ultimately more profitability.

Duties:

• As part of our data team, you’ll work closely with data engineers, analytics engineers and analysts across the business to develop our tool. 
• You’ll work closely with the most senior CS stakeholders 
• You will drive the direction of our churn & retention data models and reporting infrastructure, building dashboards in Looker 
• You will own data enrichment of our customer success tooling, to ensure CS agents have the right insights at their disposal where they do their work.
• You’ll own the definition, quality and reliability for key business metrics, like NRR and Churn 
• You’ll own and drive the development of customer success performance and productivity metrics
• Working closely with analytics engineering, you’ll develop customer centric dbt models like segmentation and time-perspectives 
• You’ll collaborate closely with our data science team to refine models on churn-risk and customer sentiment
• You’ll build reporting in Looker, from highly curated and formatted dashboards that will see 1000+ viewers per months, to highly customizable self-service frameworks for specific subteams 

Requirements:

• You hold a Bachelor’s degree in Math, Economics, CS, or another STEM field
• You have at least 5 years experience in an analytical role 
• You’ve worked for a B2B SaaS company in the past 
• You’re an excellent communicator, you know how to tell simple, but compelling stories with data
• You work well with people across the spectrum 
• Expert in SQL and Looker (or similar visualization tooling)
• Some experience in data modeling and metrics design

We'd especially love to speak with you if:

• You have a worked with dbt and LookML
• You have experience using customer data platforms like Gainsight, or Vitally
• Experience with version control tools (GitHub, GitLab)
• You’ve worked for fast-growing B2B SaaS companies 
• You have experience on customer analytics

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

At Deel, you’ll enjoy:

• Computer equipment applicable to your role
• Stock grant opportunities
• Additional perks and benefits based upon your employment status and country
• The ability to choose where you work whether it be your home, the beach, or a WeWork