Job Description
Role Summary
The Customer Success Systems and Data Analyst will be a crucial member of the Customer Success team, focusing on the management and coordination of our Gainsight environment, data analysis, KPI and metric management, and coordinating ongoing customer success projects. This role is designed to drive customer satisfaction, engagement, and retention through operational excellence and data-driven decision-making. Reporting to the Customer Success Operations Manager, you will work closely with the Gainsight Administrator to ensure the seamless execution of customer success programs and workflows, as well as continuously optimize processes that support the overall customer journey.
Role Responsibilities
Gainsight Administration Manage and optimize Gainsight to ensure accurate tracking of customer health scores, engagement metrics, and overall satisfaction.Create, update, and manage reports and dashboards to provide real-time insights into customer success performance.Implement and refine automated workflows within Gainsight to scale efforts while ensuring a high level of personalization in customer interactions.
Data and AnalyticsUse data analytics to track customer behavior, product usage, and engagement to inform customer success strategies.Build and maintain KPI and metric tracking systems to measure the success of customer success initiatives, with a focus on customer retention, product adoption, and satisfaction.Collaborate with internal teams to analyze data trends and create actionable insights for continuous process improvement.
Customer Success Project ManagementCoordinate and manage ongoing customer success projects, ensuring that they are executed on time and meet key performance metrics.Support the creation and implementation of strategic initiatives aimed at improving the customer experience and driving long-term customer satisfaction.Collaborate with cross-functional teams, including Customer Success, Sales, Marketing, and Product, to align project goals and timelines.
KPI and Metrics TrackingDevelop and maintain a comprehensive set of KPIs to track the effectiveness of customer success efforts across the customer lifecycle.Provide regular reports and updates to leadership on customer success metrics and insights.Support the identification and implementation of improvements based on metric trends and data analysis.
Process Improvement and AutomationIdentify opportunities for process optimization and work with the team to implement solutions that improve operational efficiency.Support the automation of key customer success processes, ensuring scalability while maintaining high-touch customer care.Qualifications
Proven experience in customer success operations, project management, or a related field, ideally within a SaaS or technology environment.Strong experience with Gainsight.Experience with Salesforce or similar CRM.Ability to analyze complex data and translate insights into actionable recommendations. Experience with Power BI preferred.Excellent project management skills with the ability to handle multiple initiatives and prioritize effectively.Strong communication skills, with the ability to present data and insights to both technical and non-technical stakeholders.Knowledge of customer success best practices and key metrics, including customer health scores, churn rates, and product adoption.The Most Important Thing
We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.
CARE -We care about each other and our mission to make a difference in the world.OWN -We are accountable for or results – while never forgetting to act with integrity, empathy, and respect.DEDICATE -We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.EVOLVE -We are constantly innovating and exploring new ways to work together to make an impact with our work.Compensation & Benefits
The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).
Compensation Range:
MIN: $87,200 - MID: $109,000 - MAX: $130,800 Currency: CAD
Magnet is proud to offer benefits such as: Generous time off policiesCompetitive compensationVolunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits
