Customer Success Strategy & Operations Analyst

Edmentum; United States; Remote; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Time away program

Remote-first

Job summary

Edmentum is seeking a CS Strategy & Operations Analytics professional to turn data into strategic insights that improve customer retention and expansion. You’ll build reporting infrastructure, predictive models, and health analytics used by CS leaders and the Board to guide decisions.

This remote-first role requires 3+ years BI experience, strong Excel/SQL, and Salesforce expertise, with cross-functional collaboration and a drive for data accuracy.

Qualifications

• 3+ years in BI, data analytics, or CX operations.
• Proficient in Excel, SQL; experience building scalable dashboards in Tableau/Power BI.
• Hands-on Salesforce experience for CRM reporting.
• Strong analytical communication to executives.

Responsibilities

• Design and maintain scalable dashboards and a CS metric dictionary.
• Build renewal risk reporting frameworks to surface at-risk customers.
• Develop health score models and assess their impact on renewal forecasting.
• Analyze implementation/adoption data and link to health scores.
• Identify churn indicators and provide actionable guidance.
• Own executive-level reporting for customer segments and renewal cohorts.
• Collaborate with Revenue Ops, Finance, and Data Ops to align definitions and data quality.

Skills

BI & Analytics

Excel & SQL

Tableau/Power BI

Salesforce experience

Tools

Salesforce

Job description

Customer Success Strategy & Operations Analytics

United States

WHO WE ARE

Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.

What You'll Do

As a CS Strategy & Operations Analyst, you'll sit at the intersection of data, strategy, and customer success, turning complex information into the insights that drive how Edmentum retains and grows its customer base. Working closely with CS Analytics leadership, you'll build the reporting infrastructure, predictive models, and health analytics that power critical decisions at every level of the organization, from frontline CS teams to the Board.

In this role you will:

• Design and maintain scalable dashboards, reports, and a CS metric dictionary that give leadership clear, consistent visibility into customer health and performance across CRM and customer success platforms.
• Build and manage renewal risk reporting frameworks, including longitudinal risk tracking, to surface at-risk customers before they become churn events.
• Develop and refine customer health score models, analyze their predictive impact on renewal forecasting, and bring data-driven recommendations to CS leadership.
• Analyze implementation and adoption data across accounts, correlating outcomes with health scores and renewal rates to inform both CS strategy and product decisions.
• Identify leading indicators of churn risk through historical data analysis and deliver findings as clear, actionable guidance for CS teams.
• Own executive-level reporting for key customer segments and renewal cohorts, combining data integrity with compelling narrative.
• Partner with Revenue Operations, Finance, and Data Operations to align reporting definitions, resolve cross-system inconsistencies, and strengthen the upstream data quality the entire team depends on.

Who You Are

• You have 3+ years of experience in business intelligence, data analytics, or CX operations, and you know how to turn raw data into reliable insight.
• You are proficient in Excel, SQL, and data modeling, and have experience building polished, scalable dashboards in Tableau, Power BI, or a comparable platform.
• You have hands-on Salesforce experience for CRM reporting and data management.
• You have a strong analytical mindset and can communicate complex findings clearly to both technical peers and non-technical executives.
• You are detail-oriented, holding a consistently high bar for data accuracy, reconciliation, and documentation.
• You are experienced collaborating across cross-functional teams and adapt your communication style to fit your audience.
• You have experience with QA validation processes and know how to build reporting workflows that others can trust and audit.
• You have familiarity with customer success platforms such as Planhat or Gainsight (preferred).
• You have experience with predictive analytics, health scoring, or retention risk modeling (preferred).
• You have knowledge of longitudinal data tracking, time-series analysis, or implementation analytics (preferred).
• You are passionate about education and excited to contribute to a mission-driven company.
• You are willing to take on evolving responsibilities based on business needs.

Job Application Deadline: November 15, 2026

Pay range for this role: $110,000 - $120,000 USD

At Edmentum, we are committed to pay transparency. The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles. Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets. All compensation decisions are individualized and based on the specific circumstances of each candidate.

We also offer a comprehensive benefits package to support your overall well-being and work-life balance. This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a time away program, volunteer time away, and a winter office closure at the end of December. Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally. Our goal is to provide a benefits package that helps you thrive in all aspects of life.

Edmentum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, status as a disabled, recently separated, Armed Forces service medal or other protected veteran (“covered veteran”), marital status, status regarding public assistance, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

We are dedicated to meeting the needs of individuals with disabilities and to creating an environment that supports our employees' physical and mental health. If you are a qualified individual with a disability or a covered veteran and need a reasonable accommodation to complete any part of the application process, please contact [e-mail].

As part of our hiring process, we may use AI-powered tools to support our HR team in reviewing, screening, and managing applications. These tools aim to improve efficiency, consistency, and fairness, but final decisions are made by our people. Applicants' personal information (e.g., resume, cover letter, qualifications, and application responses) may be processed by third-party AI tools for tasks like resume parsing, skills matching, candidate ranking, and interview scheduling.