Job Description
At arenaflex, we're on a mission to accelerate customer value, adoption, and retention by empowering our Customer Success organization to operate with consistency at a global scale. As a key member of our Customer Success Strategy & Automation Team, you'll play a pivotal role in turning complex customer data into actionable insights that drive retention, product adoption, and expansion. If you're a strategic thinker with a passion for data analysis and a drive to deliver best-in-class customer experiences, we want to hear from you. **About arenaflex** arenaflex is a leading provider of customer experience solutions, empowering businesses to deliver exceptional support and engagement to their customers. Our software is built to bring a sense of calm to the chaotic world of customer service, and we're proud to power billions of conversations with brands you know and love. **The Role** As an Experienced Full Stack Data Analyst on our Customer Success Strategy & Analytics team, you'll be responsible for analyzing complex customer data to identify trends, retention drivers, and areas of opportunity. You'll work closely with Customer Success leaders to define success metrics, provide insights into their book of business and team performance, and drive data-driven decision-making. Your expertise will help us scale best practices, improve customer outcomes, and drive business growth. **Responsibilities** * Analyze customer data, including health scores, product usage, support trends, and CS engagement data to identify key insights and trends * Build dashboards and reports to track key metrics related to customer success, adoption, retention, and risk * Partner with Customer Success leaders to define success metrics and provide insights into their book of business and team performance * Analyze key churn and contraction drivers at different customer lifecycle stages to identify areas of opportunity * Provide retrospective analysis on churned customers to inform arenaflex's retention strategy * Support segmentation, headcount planning, and coverage model analysis * Drive CS analytics initiatives in partnership with RevOps, Enterprise Data and Analytics, and Product teams * Translate business questions into actionable reporting and dashboards **Qualifications** * 5+ years of experience in an analytics or business intelligence role, preferably in a B2B SaaS environment * Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred) * Understanding of customer success, retention, and post-sales engagement models * Strong business acumen and ability to tie analysis to strategic impact * Experience working with cross-functional stakeholders, including CS, Sales, and Product * Strong communication skills - ability to explain data insights to non-technical audiences * Experience working as an analyst supporting Customer Success preferred * Experience working with Gainsight, Salesforce, or Snowflake preferred **What We Offer** * A high-impact role at the intersection of technology and customer value * The opportunity to directly enable arenaflex's Customer Success team to engage smarter, faster, and more proactively * A dynamic and inclusive work environment that values diversity, equity, and inclusion * A competitive annualized base salary range of $113,000.00-$169,000.00 * Eligibility for bonus, benefits, or related incentives * A hybrid work model that allows for flexibility and work-life balance * Opportunities for career growth and professional development * A comprehensive benefits package, including medical, dental, and vision insurance * A 401(k) matching program and employee stock purchase plan * Paid time off, holidays, and flexible vacation days * Access to cutting-edge technology and tools * A collaborative and supportive team environment **Work Environment & Culture** arenaflex is committed to creating a workplace that is inclusive, diverse, and equitable. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and success. Our hybrid work model allows for flexibility and work-life balance, and we offer a range of benefits and perks to support our employees' physical and mental well-being. **How to Apply** If you're a motivated and analytical individual with a passion for customer success, we want to hear from you. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at arenaflex are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. **Accommodations for Applicants with Disabilities** arenaflex endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request. Apply for this job