Customer Success Strategy & Operations Analytics

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: October 5, 2026