Devo is the only cloud-native logging and security analytics platform that releases the full potential of your data to empower bold, confident action. With unrivaled scale to collect all of your data without compromise, speed to give you immediate access and answers, and clarity to focus on the signals that matter most, Devo is your ally in protecting your organization today and tomorrow. Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, TCV, General Atlantic, Bessemer Venture Partners, Kibo Ventures and Eurazeo. Learn more at www.devo.com

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We’re looking for a Customer Success Analytics Lead to join Devos’s Customer Success Organization under the Leadership of our Chief Customer Officer! This team is a great example of a fast paced, high energy, collaborative work environment. In this role, you’ll be focused on the reporting and analysis of the Customer Success, Renewal and Support departments. You’ll have the opportunity to improve the way we measure customer outcomes, churn risk mitigation, and customer journey mapping KPIs.

The ideal candidate will have 2+ years of experience in generating and analyzing reports and data related to CS operations. This role requires an understanding of a SaaS business and how CS act as the differentiator to help drive growth. Key requirements are a passion for operations and analytics, a “customer first” mindset, and the ability to tell a story using data. Experience supporting a customer success organization, particular in regards to business strategy & planning is a plus.

Day-To-Day:

• Routinely perform analysis and insight into key metrics and provide recommendations for improving performance across the Customer Success operating rhythm
• Be the subject matter expert on CS KPIs and provide recommendations of best practices related to Devo Customer Success initiatives
• Proactively work with all levels of Customer Success team to understand and establish goals, determine required data sources and establish Customer Success benchmarks and metrics
• Development and management of reports and dashboards that provide actionable metrics used to optimize and drive decisions regarding Customer Success coverage across different regional and product segments
• Provide ongoing training across all Customer Success groups in the use of analytics dashboards and reporting
• Be an advocate for data driven everything, evangelize insights on what’s working and what’s not working to help drive better views into future churn risk and customer experience initiatives
• Partner with other Operation fucntions, Central data teams, Finance to ensure Customer data is appropriately harvested and organized to enable clean and accurate instrumentation and analysis
• Highly self-motivated, proactive contributor who works well as an individual and within a team environment

Preferred Skills and Knowledge:

• Understanding and/or experience leveraging customer engagement data source via CSM interactions, NPS surveys, and data science orchestration into Gainsight or other Customer Success platforms
• Strong data evaluation skills – with the ability to extract and interpret data from various sources, and focus on the big picture takeaways of any analysis while owning the underlying details
• Experience in creating reports and dashboards in Salesforce and/or Gainsight
• Highly self-motivated, proactive contributor who works well as an individual and within a team environment
• Advanced Microsoft PowerPoint & proficiency with Microsoft Excel
• Ability to understand complex systems and dependencies
• Strong critical thinking and independent problem solving skills
• Strong verbal and written communication skills
• Understanding of SaaS Metrics like Net/Gross Retention, ARR/MRR and Churn a plus

Preferred Experience:

• Experience working in a cross-functional environment
• 2+ years working in a professional environment, preferably within an operations role or supporting a customer-facing team

Education:

• We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.