Senior Data Analyst, Customer Success

SurveyMonkey; Ottawa; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

A leading survey platform based in Ottawa is seeking a Sr. Data Analyst to support the Customer Success leadership team. Responsibilities include leading forecast reporting, designing dashboards, and providing data-driven insights to guide operational planning. The ideal candidate will have over 5 years of experience in Customer Success or Sales Operations within a SaaS environment. Skills in Salesforce, Gainsight, and BI tools are essential. The role involves hybrid work, requiring presence in the office up to 1 day per week.

Benefits

Flexible work environment

Hybrid work model

Employee development programs

Qualifications

• 5+ years experience in a Customer Success, Sales, or Marketing Operations role within a SaaS environment.
• Strong command of Customer Success metrics including Net/Gross Retention.
• Advanced Excel and BI tools skills.

Responsibilities

• Lead forecast reporting and provide strategic analysis to CS leadership.
• Design and maintain scalable reporting tools and dashboards.
• Analyze data to inform strategic actions and decisions.

Skills

Customer Success

Sales Operations

Marketing Operations

Data Analysis

Communication

Tools

Salesforce

Gainsight

Excel

BI tools

Job description

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com .

What we’re looking for

The Sr. Data Analyst, Customer Success 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.

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 like theCHOICE Fund to help employees thrive in work and life.

We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

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.

For more information on how SurveyMonkey (including its subsidiary and affiliated companies) processes your personal data as a job candidate or applicant, please see our Global Applicant and Candidate Data Privacy Notice. Please review this and acknowledge your acceptance of its content by selecting the option in the box below. Should you have any queries in relation to this, please contact [e-mail]. Do not send your resume/CV/application to this email address.