Senior Customer Success Analytics Analyst at GitLab

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

187200.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Analytics, SaaS, SQL, Business Intelligence, Data Quality, Data Analysis, Dashboards, Segmentation, Cohort Analysis, A/B Testing, Collaboration, Data Visualization, Engagement Strategies, Digital Touchpoints, Customer Health

Industry

IT Services and IT Consulting

Description

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. An overview of this role As a Senior Customer Success Analytics Analyst, you'll be a key partner to our global Customer Success and Digital CS teams, using data to improve how we engage, retain, and grow our customers at scale. You'll translate questions from Customer Success, Strategy, Marketing, and Product partners into clear analytical requirements. You'll explore customer engagement, adoption, and satisfaction data and turn findings into dashboards, reports, and recommendations that support better decisions across Digital CS programs, scaled engagements, and the broader customer lifecycle. Working closely with Customer Success Analytics teammates and cross-functional stakeholders, you'll build and maintain analytics foundations that power one-to-many engagements, digital touchpoints, and automation. You'll experiment with analytics and customer success tooling to increase speed to insight. You'll also advocate for data quality, consistency, and clear definitions as you shape how we measure and understand customer health and outcomes. What you'll do Partner with Digital Customer Success, Strategy, Marketing, Product, and other Go-To-Market teammates to translate questions about customer health, satisfaction, and engagement into clear analytical requirements. Design and build dashboards and reports that provide a single source of truth for case management, digital engagement, adoption, retention, conversion, and customer satisfaction metrics. Explore and analyze data from sources such as customer success platforms, GitLab University, Salesforce, marketing automation tools, and web and product analytics to uncover trends, risks, and opportunities to improve customer outcomes. Craft well-structured, maintainable visualizations in business intelligence tools that follow internal standards and make it easy for customer-facing teams to monitor performance and take action. Partner with operational and data teams to define requirements for customer success and engagement data models, shaping how data is collected, structured, and made available for analysis. Analyze one-to-many engagements and digital touchpoints, including webinars, workshops, emails, and in-app messaging, to understand effectiveness and recommend data-driven optimizations. Use segmentation, cohort analysis, and experimentation techniques, such as A/B testing, to inform scaled engagement strategies and forecast the impact of digital programs. Serve as a subject matter expert in customer success analytics by sharing best practices, documenting logic and methodologies, and providing guidance to help partners and other analysts use data to make better decisions. What you'll bring Experience in analytics roles focused on customer success and SaaS, including analyzing customer engagement, adoption, and health across the customer lifecycle. Background combining data from multiple customer and go-to-market systems (for example, customer success platforms such as Gainsight, product analytics, CRM, and marketing automation) to create a unified view of customer behavior and outcomes. Proficiency writing complex SQL queries with joins, aggregations, common table expressions, and conditional logic to support reporting and in-depth analysis. Skill in designing and building business intelligence dashboards (such as in Tableau, Looker, or Power BI) that track customer success and digital engagement KPIs, and that are maintainable, scalable, and aligned to stakeholder needs. Ability to translate complex customer success and digital engagement questions into clear analytical approaches, and to communicate findings and recommendations in a concise, accessible way to both technical and non-technical audiences. Experience collaborating with cross-functional partners such as Digital Customer Success, Strategy, Marketing, Product, and Sales in a remote, distributed environment. Attention to data quality, consistency, and performance, with a habit of documenting assumptions, logic, and edge cases clearly. Openness to experimenting with new tools and methods, including generative AI and experimentation techniques, and to applying transferable skills from related analytics or data roles. About the team The Revenue Analytics team sits within GitLab’s Revenue Strategy & Operations organization and focuses on turning sales and go-to-market data into clear, actionable insights for leaders and frontline teams. You’ll join a distributed group that partners closely with Sales, Customer Success, Finance, and other Revenue Operations team members to understand pipeline health, quota performance, and broader go-to-market metrics, and to build the tools and reporting that support better decisions. The team works asynchronously across time zones, using GitLab and our data stack to collaborate on projects, share context, and maintain transparency. Current priorities include strengthening our sales analytics foundation, deepening our use of business intelligence tools like Tableau, and building repeatable analytics that help stakeholders quickly understand performance and identify opportunities to improve results. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $87,400—$187,200 USD How GitLab will support you Benefits to support your health, finances, and well-being Flexible Paid Time Off Team Member Resource Groups Equity Compensation & Employee Stock Purchase Plan Growth and Development Fund Parental leave Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Responsibilities

As a Senior Customer Success Analytics Analyst, you'll partner with various teams to translate customer health and engagement questions into analytical requirements. You'll analyze customer data to create dashboards and reports that support decision-making across the customer lifecycle.