Careers

Create the world that empowers small business

Customer Success Analyst

San Francisco, CA (SOMA)

At Infusionsoft, we help small businesses succeed. We don’t just say that, we mean it and we do it every day. And often times, working at Infusionsoft is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than yourself. We want you to bring the hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 7 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial on our mission to becoming the undisputed champion of small business success. Together...we will replenish the middle class, we will elevate the worldwide economy, we will inspire kids to dream of becoming entrepreneurs.

THE ROLE

We are looking for a Customer Success Analyst who can jump in and make an impact quickly. The Customer Success Analyst will work closely with Customer Success, Customer Support, and Product leaders to define key metrics, set up and analyze A/B tests, and perform ad-hoc and independent analysis, and perform independent analyses geared towards helping our small-business customers thrive on our platform.

DAILY EXECUTION EXCELLENCE

  • Exploring data to find actionable insights and make recommendations
  • Perform funnel analysis and cohort analyses to identify opportunities to help our customers activate and retain
  • Identifying, translating, prioritizing, and informing important Customer Success and Support questions with data
  • Provide direct analytical support to help Customer Success Managers and Leaders prioritize, execute, and analyze initiatives for improving customer happiness
  • Setting up, analyzing, and promoting good practices for multivariate experiments
  • Act as primary liaison between Analytics team and Customer Success
  • Help define KPIs and develop dashboards to track customer activation and retention
  • Support overall BI / Ops team projects as needed with analytics requests
  • Working towards creating a data-informed culture at Infusionsoft

 

EXPERTISE

  • Degree in Math, Physics, Statistics, Economics, Computer Science, or other quantitative fields
  • 3+ years of experience doing quantitative analysis for a technology company preferably in a Business Intelligence, Customer Success Analytics or Data Science team
  • Fluency in SQL, as well as a deep understanding of statistical analysis, experiment design, and common pitfalls of data analysis
  • Experience with Redshift, Looker and Salesforce is strongly preferred
  • Power user of analytical tools (Mixpanel, Optimizely, Google analytics, Excel, Python, etc)
  • You are a self-starter: You drive projects with minimal guidance and focus on high impact work
  • Strong communicator: You effectively synthesize, visualize, and communicate your ideas to others
  • You are a critical thinker: You are thoughtful, self-aware, and use available evidence to make decisions
  • You work effectively with teammates and win credibility quickl

Benefits

We offer competitive salaries and a generous benefits package including:

  • 1x base salary life insurance (employee premiums 100% covered)
  • Dependent life coverage (premiums 100% covered)
  • 10 paid holidays
  • 401K
  • Flexible paid time off plan
  • Competitive medical, dental and vision insurance
  • Short-term and long-term disability (employee premiums 100% covered)
  • Flexible spending reimbursement account
  • Contributions toward HSA accounts
  • Stock options
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