Senior Data Analyst, Customer Success

SurveyMonkey; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading survey platform company located in Ottawa is seeking a Senior Data Analyst to shape customer experience and success. The ideal candidate will lead forecast reporting, design scalable reporting tools, and analyze complex data to inform decision-making. With 5+ years of experience in Customer Success within a SaaS environment, proficiency in Salesforce and BI tools is required. The position offers a hybrid work model with one day in-office per week, encouraging a collaborative team environment.

Qualifications

• 5+ years in Customer Success, Sales, or Marketing Operations within a SaaS environment.
• Strong command of CS metrics including Net/Gross Retention, revenue, bookings, and product usage.
• Enjoys navigating complex data and large datasets to uncover solutions.

Responsibilities

• Lead forecast reporting for pipeline meetings and provide strategic analysis to CS leadership.
• Design and maintain scalable reporting tools and dashboards.
• Analyze complex data to drive strategic action and executive decision-making.
• Leverage Salesforce, Gainsight, and Gong for performance analytics.
• Collaborate with Finance and Sales Ops to optimize Customer Success processes.

Skills

Customer Success

Sales Operations

Marketing Operations

Excel

Business Intelligence tools

Salesforce

Gainsight

AI data tools

Job description

Senior Data Analyst, Customer Success

Join the SurveyMonkey team and play a pivotal role in shaping customer experience and success. We combine powerful capabilities with intuitive design to serve every use case, from customer experience to employee engagement and market research.

Responsibilities

• Lead forecast reporting for pipeline meetings and provide strategic analysis to CS leadership to inform operational planning.
• Design and maintain scalable reporting tools and dashboards to track operational efficiency and key business metrics.
• Analyze complex data to diagnose issues, telling a compelling story that drives strategic action and executive decision‑making.
• Leverage Salesforce, Gainsight, and Gong to generate performance analytics against CS metrics.
• Collaborate with Finance, Sales Ops, and Systems to deploy and optimize Customer Success business processes.

Qualifications

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

SurveyMonkey requires you to work from a SurveyMonkey office up to 1 day per week.

Why SurveyMonkey?

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs that help employees thrive.

Referrals increase your chances of interviewing at SurveyMonkey by 2x.

Our commitment to an inclusive workplace: SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.