Customer Data and Process Analyst

Customer Data and Process Analyst

We are seeking a Customer Data and Process Analyst to support the success and renewal of a large portfolio of small-to-mid-size customers ("long tail") within our SaaS platform.

This role is designed for high efficiency, operational excellence, and fast impact through data-driven prioritization, structured workflows, and standardized processes, rather than high-touch account management. While the main focus of this role will be long tail customers, there will be a significant element of maintaining high-quality customer data and operational accuracy across the broader portfolio.

The ideal candidate is detail-oriented, analytical, and highly coachable, with an interest in working with data, systems, and dashboards in a SaaS environment.

HOW WE'LL BE WINNING TOGETHER DAY TO DAY

• Customer Portfolio Operations (Scaled)
  • Manage a high-volume portfolio of long-tail customers across DACH and Europe
  • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)
  • Prioritize actions using health scores, usage data, and system-driven signals
  • Serve as the primary point of contact for transactional, lower-touch customer interactions
• Renewal & Retention
  • Support structured renewal processes for long-tail accounts
  • Identify churn risks early using data signals and usage trends, and execute predefined mitigation actions
  • Collaborate with Sales and Account Management on commercial actions when needed
• Customer Education & Enablement
  • Design and support scalable training formats (group sessions, tutorials, playbooks)
  • Maintain and improve self-service and knowledge resources
  • Enable customers to independently operate the platform
• Data-Driven Customer Management
  • Analyze product usage, engagement signals, and support trends