Business Analyst

Job Requisition ID #

26WD95335

Position Overview

We are looking for a Business Analyst to support the Customer Success organization by delivering data-driven insights, scalable reporting solutions, and performance measurement frameworks. This role will help accelerate time to insights by partnering across Customer Success, Finance, and Data teams to translate business needs into actionable analytics. As part of the broader Business Analytics function, you will play a key role in defining KPIs, building dashboards, and enabling data-informed decision-making to improve customer outcomes, retention, and growth.

Responsibilities

• Partner closely with Customer Success, Sales, Finance, and Data teams to deliver end-to-end analytics projects-from requirements gathering to insight delivery
• Translate business questions into structured analytical approaches, including data acquisition, modeling, and visualization
• Define, implement, and maintain key performance indicators (KPIs) to measure customer health, retention, expansion, and operational performance
• Design and develop dashboards and reporting solutions that enable clear, actionable insights for business stakeholders
• Analyse trends in customer behaviour and success metrics to identify risks and opportunities
• Communicate insights and recommendations to stakeholders at all levels, including senior leadership, through compelling data storytelling
• Support ongoing improvements to data infrastructure, reporting processes, and business workflows in partnership with central data teams
• Contribute to building scalable, repeatable analytics frameworks that improve decision-making across the Customer Success organization

• 3-5 years of experience in business analytics, consulting, finance, or a related field
• Bachelor's degree in Business, Finance, Economics, Data Science, or a related discipline (MS/MBA a plus)
• Strong SQL skills with the ability to extract, manipulate, and analyse data from multiple sources
• Experience with BI and visualization tools such as Tableau, Power BI, or similar
• Strong analytical and problem-solving skills, including root cause analysis and hypothesis-driven thinking
• Ability to communicate complex data clearly to both technical and non-technical audiences
• Proven ability to work cross-functionally and influence stakeholders

• Experience supporting Customer Success, SaaS, or subscription-based business models
• Familiarity with customer lifecycle metrics (e.g., retention, churn, NRR, product adoption)
• Experience with Python, R, or other statistical tools for advanced analysis
• Exposure to data modeling, ETL processes, or modern data platforms (e.g., Snowflake)
• Experience working in a fast-paced, matrixed environment

• Curiosity and a strong desire to understand business drivers
• Ability to connect data to real business outcomes
• Strong ownership mindset with a bias toward action
• Collaborative and effective in cross-functional environments
• Structured thinker with strong attention to detail