Senior Customer Success Business Analyst

What we're looking for

The Sr. Customer Success Business Analyst will support our CS leadership team by ensuring we have access to key metrics and efficient forecasting processes in place to manage our business. This will be accomplished through a combination of reporting, analytics and operational process design with solutions developed at scale. We ground ourselves in data to shape critical business decisions and drive sustainable, scalable growth. You will help us raise the bar by bringing your curiosity, passion for customer success, and sharp attention to detail to every project you work on.

What you'll be working on

• Forecasting & Strategy: Lead forecast reporting for pipeline meetings and provide strategic analysis to CS leadership to inform operational planning.
• Dashboard Management: Design and maintain scalable reporting tools/dashboards to track operational efficiency and key business metrics.
• Data-Driven Insights: Analyze complex data to diagnose issues, telling a compelling story that drives strategic action and executive decision-making.
• Tech Stack Management: Leverage Salesforce, Gainsight, and Gong to generate performance analytics against CS metrics.
• Process Deployment: Collaborate with Finance, Sales Ops, and Systems to deploy and optimize Customer Success business processes.

We'd love to hear from people with

• Experience: 5 years in Customer Success, Sales, or Marketing Operations within a SaaS environment.
• Metrics Mastery: Strong command of CS metrics including Net/Gross Retention, revenue, bookings, and product usage.
• Technical Skills: Advanced skillset in Excel, BI tools, Salesforce, and Gainsight; experience with AI data tools is a strong plus.
• Curious Problem-Solver: Enjoys navigating complex data and large datasets to uncover solutions.
• Soft Skills: Strong communicator and collaborative partner capable of working effectively across teams and timezones.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from a SurveyMonkey office up to 1 day per week.