Customer Success Data Analyst

Role Overview

The Customer Success Data Analyst will transform customer usage data, engagement signals, commercial information, and product health metrics into clear and actionable insights. This role goes beyond producing reports: it is responsible for identifying the story behind the data, diagnosing adoption and engagement challenges, surfacing commercial risks and opportunities, and enabling Customer Success and Sales teams to make informed retention and growth decisions.

What You Will Do

The Customer Success Data Analyst will own and enhance customer health scoring methodologies across the Reuters portfolio, conduct in-depth analysis of individual accounts and customer segments, segment customers based on health, usage trends, engagement trajectory, commercial value, and expansion potential, and develop and deliver reports, dashboards, scorecards, and insight-led narratives for Customer Success Managers, Sales teams, senior stakeholders, and clients.

Why It Might Be a Fit

The successful candidate will partner closely with Customer Success Managers, Sales, Editorial, Product, Data, Sales Enablement, and Commercial Policy & Operations teams, and will require strong critical thinking, advanced business intelligence and reporting skills, data-quality rigor, and the ability to communicate complex findings effectively to both internal stakeholders and clients.

Requirements

• Bachelor’s degree in Data Analytics, Business, Economics, Statistics, Data Science, Information Systems, Computer Science, or a related discipline
• Four to six years of experience in data analytics, business intelligence, commercial analytics, customer success analytics, sales operations, or a related field
• Experience working in a SaaS, B2B, technology, media, data services, subscription, or customer-focused commercial environment
• Advanced proficiency in Microsoft Excel or Google Sheets, including complex reporting, analysis, modeling, and presentation of findings
• Strong hands-on experience using Power BI, Tableau, or comparable business intelligence and data-visualization platforms
• Hands-on Salesforce experience, including report creation, dashboard development, data management, activity tracking, and CRM data analysis
• Demonstrated experience developing reports, dashboards, customer scorecards, analytical models, and recurring performance reporting
• Strong analytical and critical-thinking ability, including the ability to interrogate assumptions, validate data, and identify actionable findings
• Experience analyzing customer engagement, product usage, customer adoption, retention, and commercial performance data
• High attention to detail and a strong commitment to data accuracy, consistency, completeness, and quality
• Ability to identify data issues, investigate root causes, and work with relevant stakeholders to resolve them
• Strong written and verbal English communication skills
• Proven ability to present complex data findings clearly and confidently to non-technical audiences, including external clients
• Strong collaboration, stakeholder-management, planning, prioritization, organization, and time-management skills
• Ability to work effectively and independently in a globally distributed and matrixed organization

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing

Tagged as: Data Analysis