Senior Customer Success Analytics Analyst

Job 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 roleAs 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 doPartner 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 bringExperience 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.

EWJD3