Senior Business Analyst

Job Summary

Owning the strategy and implementation of the customer health score program, the full-time Senior Business Analyst will manage data-driven insights to enhance customer retention and growth while collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Lead the strategy and implementation of the customer health score program, including scoring improvements and playbook development
• Build enablement resources for health scores across various teams, including documentation, training, and dashboards
• Translate health score patterns into actionable business recommendations for leadership, ensuring alignment with customer outcomes

Required qualifications

• 5+ years of experience in Business Intelligence, CX Strategy, or Operations within a high-growth SaaS environment
• Direct experience designing or owning a customer health score program, including input selection and validation
• Mastery of ChurnZero or equivalent customer success platform for extracting insights from health scores
• High proficiency in SQL and data visualization tools (Tableau, Looker, or Sigma)
• Proven track record of translating complex data into clear narratives that drive measurable business outcomes