Bullhorn · 5 hours ago
Senior Customer Insights Analyst - Customer Success Operations
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $125K/yr
3+ years expBullhorn is dedicated to creating an incredible customer experience and delivering high-quality products and services. The Senior Customer Insights Analyst will leverage data to drive customer retention and growth, providing actionable insights to leadership and optimizing reporting frameworks.
Enterprise SoftwareCloud ComputingSaaSSoftwareCRMPaaSService Industry
Responsibilities
Design, build, and maintain dashboards and reports using tools such as Salesforce and Tableau to track key Customer Success metrics, including gross retention, churn, customer health, NPS, and engagement impact
Own the creation and adoption of KPIs within the CS team. You won't just report numbers—you’ll master the "why" behind them, translating data trends into proactive recommendations that help leadership steer the department toward success
Analyze customer behavior and product usage to identify trends, predict churn risk, and surface expansion-ready opportunities
Proactively audit and maintain customer data across systems, partnering cross-functionally as needed to ensure accuracy, consistency, and trust in reporting
Identify opportunities to automate data preparation, reporting, and insight delivery using AI tools/capabilities
Partner closely with Customer Success leadership to support and optimize the customer experience, using data to validate playbooks, programs, and strategic initiatives
Equip Customer Success teams with clear, actionable insights for Quarterly Business Reviews, including health signals, adoption trends, and performance summaries
Work with Sales Operations, Finance, and Product teams to align on data definitions and metrics, helping maintain a single source of truth across the customer lifecycle
Qualification
Required
3–5+ years of experience in data analysis, ideally within a SaaS Customer Success, Sales Operations, or Revenue Operations environment
Strong Excel skills and hands-on experience working with Salesforce
Experience with BI and analytics tools such as Tableau, Power BI, or Sisense is highly valued
Working knowledge of SQL or Python is required
Proven ability to turn raw data into clear, compelling insights through dashboards and reports, using Excel, BI tools, or native Salesforce reporting
Experience with Snowflake or similar data warehouse platform is required
Solid understanding of SaaS metrics and performance indicators, including gross retention, net retention, and churn, with the ability to spot trends and risks early
Experience managing projects with multiple stakeholders. From gathering requirements and building solutions to rollout, enablement, and adoption
Ability to explain complex data and concepts in a clear, visual, and concise way, tailoring the message to both operational and senior/executive audiences
Preferred
Experience with or exposure to AI-driven analytics or reporting tools
Benefits
Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program
Company
Bullhorn
Bullhorn provides cloud-based CRM solutions for companies in business services industries.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$32.13MKey Investors
Stone Point CapitalGeneral Catalyst,Highland Capital PartnersGE Asset Management
2020-09-08Private Equity
2017-10-23Secondary Market
2017-10-23Acquired
Leadership Team
Brian Sylvester
CFO
Matt Fischer
President & Chief Operating Officer
Recent News
Company data provided by crunchbase