Customer Success Data & Insights

Grade Level (for internal use): 09 The Team You will be part of a dynamic, global Customer Success organization where priorities evolve quickly, and data-driven decision-making is critical. The Customer Success Operations function acts as the analytical and operational backbone of the team, enabling Customer Success Managers and Associates to deliver a consistent, high-quality customer journey. This role is designed to build talent from the ground up , providing exposure to Customer Success operations, analytics, and process optimization in a global environment. The focus is on reporting, data quality, operational execution, and insight generation rather than direct client ownership. The Impact Your work will directly support the effectiveness of the Customer Success team by improving visibility, accuracy, and efficiency across key processes. By delivering reliable reporting, maintaining clean data, and identifying trends in customer engagement and usage, you will enable better decision-making and allow client-facing teams to focus on value creation and relationship management. Although not client-facing, this role has a measurable impact on customer retention, adoption, and long-term engagement through stronger operational foundations and analytical insight. What’s in it for you This role offers a strong entry point into Customer Success Operations and Analytics within a global organization. You will develop practical skills in data analysis, reporting, CRM usage, and process improvement while gaining deep exposure to how Customer Success functions operate at scale. Over time, you may grow within Customer Success Operations or transition into adjacent roles such as Customer Success Manager, Revenue Operations, Product specialist or more specialized operational functions within the Customer Success organization. Compensation / Benefits Information Compensation is competitive and aligned with local market benchmarks for Pakistan and Manila. This role is eligible to receive company benefits in accordance with local policies.

Provide operational and analytical back-office support to the global Customer Success team. Develop, maintain, and enhance dashboards and recurring reports used to track Customer Success performance and customer engagement. Analyze data to identify trends, patterns, and opportunities that improve team efficiency and support customer outcomes. Support data quality initiatives, including data validation, clean-up, and consistency across Customer Success systems and tools. Execute ad-hoc analytical requests and contribute to ongoing operational and process improvement projects. Maintain internal documentation, reporting definitions, and standard operating procedures. Generate analytical reports, research documents, and insights focused on specific industry segments to understand product usage patterns, identify emerging trends, and highlight potential risks or opportunities. Partner with Customer Success Managers and internal stakeholders to clarify data insights and recommend operational improvements. Analyze segment-level data to support recommendations on customer engagement strategies, adoption initiatives, and operational improvements. Leverage internal tools such as CRM and reporting platforms to support scalable Customer Success operations. What We’re Looking For A positive, proactive attitude with a strong willingness to learn. Strong analytical mindset with attention to detail and data accuracy. Ability to translate data into clear insights and communicate findings effectively. Strong organizational skills and ability to manage multiple priorities in a fast-paced, global environment. Comfort working with cross-functional teams in a multicultural setting.

2 - 3 years of work experience in analytics and reporting Strong Microsoft Office skills, particularly Excel . Familiarity with reporting or BI tools such as Power BI, Tableau, or similar is