About the Role
As the first Senior Data Analyst embedded in Customer Operations, you will establish the CS Analytics function, define measurement frameworks, build forecasting models, and deliver actionable insights. You will collaborate with leadership and cross-functional teams to improve operational efficiency, retention, expansion, and customer health through trusted reporting and AI-enabled automation.
Responsibilities
- Lead measurement strategy for Customer Success and Customer Operations functions
- Develop and standardize core business metrics across the customer lifecycle, including onboarding, time-to-value, engagement, health, renewals, expansions, and churn
- Document and socialize metric definitions to ensure alignment across Customer Success Operations, RevOps, and Finance
- Collaborate with Data Engineering to define data instrumentation and quality standards for reliable reporting
- Design and refine dashboards, KPI scorecards, and operational reports for daily execution and executive oversight
- Enable self-service analytics with intuitive drill-downs and actionable views for customer success teams
- Implement automated reporting and alerting systems for key performance changes and risks such as engagement drops or renewal threats
- Define and track retention metrics including logo and revenue churn, gross and net retention rates, renewal rates, and cohort trends
- Develop and maintain predictive models for churn and renewal risk that identify early warning signals
- Create and refine customer health scoring models incorporating usage, lifecycle events, support interactions, billing data, and qualitative feedback
- Build forecasting models for renewal volume, churn, expansion pipeline, support ticket volume, and staffing needs
- Establish validation methods such as backtesting and calibration to ensure forecast accuracy over time
- Work with Customer Operations to convert forecasts into staffing plans and operational workflows
- Prototype AI-powered tools to automate insights, generate summaries, detect anomalies, and streamline decision-making
- Define performance benchmarks and governance for AI-driven analytics, including accuracy, bias, privacy, and human oversight
- Promote adoption of analytics through training, feedback, and iterative improvements with stakeholders
- Translate business questions from Customer Success Operations into structured analyses and testable hypotheses
- Communicate findings with compelling narratives tailored to both technical and non-technical audiences
- Foster strong partnerships with Customer Success, Customer Ops, RevOps, Finance, Support, and Data teams to align goals and execution
Benefits
- Flexible work model allowing remote and in-office balance
- Full coverage for health, dental, and vision insurance
- Support for mental health and disability benefits
- Generous paid leave including vacation, sick days, holidays, winter break, volunteer time, and sabbaticals
- Paid parental leave and family-focused benefits
- Retirement plan with company match and employee equity grants
- Access to learning programs and professional development opportunities
- Stipends for wellness and home office setup
- Free access to the company's full product suite
- Enterprise-level access to leading artificial intelligence tools
Compensation
Eligible for competitive equity ownership and a comprehensive, generous benefits package
Work Arrangement
Hybrid
Team
Position is embedded within Customer Operations, partnering closely with leadership and teams across Product, Finance (RevOps), Support, and Data Engineering to enhance operational performance and customer outcomes
About the team and role
The organization is transitioning from a document library to an active knowledge-building platform with 300 million documents and over 250 million monthly visitors. This role will define analytics for Customer Success, build measurement frameworks, and drive improvements in retention, expansion, customer health, and support efficiency through data, forecasting, and AI-enabled automation.
About you
You are a detail-oriented, analytical problem solver comfortable in fast-paced environments. You combine technical expertise with an operational mindset and communicate effectively across teams. You are passionate about creating reliable data systems, turning ambiguous questions into structured analyses, building intuitive metrics and dashboards, and applying AI responsibly with clear governance and success criteria.
Working at Scribd, Inc.
Applicants must reside in or near one of the following locations: 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., Ottawa, Toronto, Vancouver, or Mexico City. These include surrounding metro areas within typical commuting distance.
Benefits at Scribd, Inc.
Flexible work model, comprehensive health and dental coverage, mental health and disability support, generous paid time off, parental leave, retirement matching, employee equity, learning programs, wellness and home office stipends, free access to internal products, and enterprise AI tool access.
Get to Know Scribd, Inc.
The company values accessibility in its hiring process and encourages candidates to request accommodations by emailing accommodations@scribd.com. It is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran or disability status, or other protected characteristics. Diverse perspectives are welcomed and valued.
Other
- Occasional in-person attendance is required for all employees.
- Employees must live in or near one of the listed cities in the United States, Canada, or Mexico.
- The role qualifies for competitive equity and a comprehensive benefits package.
Not specified
