Customer Success Business Analyst

HiBob; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

An innovative global HR platform is seeking a Customer Success Business Analyst to bridge the gap between business needs and technology solutions. This role involves analyzing customer success processes, gathering requirements, and developing strategies to enhance operational efficiency. You will work in a dynamic environment where your analytical skills will drive data-driven decisions and contribute to business growth. Join a vibrant team that values diversity and offers competitive compensation, benefits, and a hybrid working model, allowing you to thrive both personally and professionally.

Benefits

Cash allowance for health insurance

Annual vision allowance

Annual Headspace subscription

Travel support

Work from home allowance

Temporary remote work from anywhere

Bob balance days

Social Impact days

Employee referral program

Pension scheme auto-enrolment

Qualifications

• 4+ years as a Business Analyst in the SaaS industry.
• Proficiency in data analysis tools and Salesforce.

Responsibilities

• Collaborate with stakeholders to understand objectives.
• Develop dashboards to monitor CS KPIs and performance.
• Analyze data for trends and insights to inform decisions.

Skills

Data Analysis

Salesforce

Tableau

Excel

Problem-Solving

Communication

Education

Bachelor's degree in Business

Bachelor's degree in Finance

Bachelor's degree in Information Technology

Tools

Snowflake

Data Visualization Tools

Job description

Join to apply for the Customer Success Business Analyst role at HiBob.

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Being a Bobber means bringing your whole self to work—whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About Us:

HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we’ve supported over 3,000 companies worldwide, including names like Monzo and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."

About the role:

As a Customer Success Business Analyst, you will serve as a bridge between business stakeholders and technology teams, helping to translate business needs into technical solutions and play a key role in helping leadership to make data-driven decisions. You will analyze processes, deep dive into our entire customer success domain (Upsells, Downsells, Uplift, Downlift, and Churn), gather requirements, and contribute to the development of strategies and solutions that improve operational efficiency and drive business growth.

Job Requirements:

• Bachelor's degree in Business, Finance, Information Technology or relevant work experience
• Proven experience of at least 4 years as a Business Analyst in the SaaS industry
• Proficiency in data analysis tools such as Tableau, Snowflake, and Excel, including the ability to write and optimize queries, create dashboards, and automate reports
• Strong knowledge in Salesforce
• Strong analytical and problem-solving skills, and critical thinking skills
• Familiarity with forecasting models, tools, and processes
• Familiarity with business analysis methodologies and tools, project management strategies, and stakeholder management
• Excellent written and verbal communication skills in English, with the ability to distill complex ideas simply and effectively

Job Responsibilities:

• Collaborate with business stakeholders to understand their objectives and requirements
• Develop and maintain dashboards to monitor CS KPIs and performance (individual/department level)
• Prepare executive summaries and presentations to communicate findings and recommendations to CS management
• Assist in analyzing productivity, looking at measures like attainment, NDR, GDR, renewal rate, and more to help our CS team reach their goals
• Analyze data to identify trends, patterns, and insights that can inform decision-making
• Create detailed documentation of business requirements, processes, and workflows
• Communicate insights effectively to stakeholders using data visualization tools
• Provide regular updates on project status and issue resolution
• Maintain effective communication with business stakeholders and project teams
• Collaborate with cross-functional teams to identify and implement process improvements

HiBob is a village filled with amazing people, and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes, and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

***Learn about HiBob's hybrid working model ***

BELONGING AT HIBOB

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class. Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email [e-mail] or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Analyst

Industries

• IT Services and IT Consulting

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