Staff Scaled Adoption Analyst

About the Role

Key Responsibilities

• Act as the operations lead for the Scaled Adoption motion, establishing targets and expectations by quarter, supporting business goals, driving strategic planning, and performance tracking of impact/outcome against our engagement levers.
• Build and maintain dashboards and reporting frameworks with help from global data & analytics teams that track product adoption, engagement, retention (GRR), and program performance.
• Analyze customer data to surface risks and opportunities, providing insights that help CS leaders prioritize actions.
• Support the scaled adoption motion with analytics such as segmentation, funnel analysis, campaign performance to support lifecycle engagement strategies.
• Collaborate with cross functional teams on cross-channel engagement reporting, ensuring consistent measurement across email, in-app, and other touchpoints.
• Drive and support regular business reviews for scaled adoption programs, delivering actionable insights and recommending course corrections.
• Define and refine key performance indicators (KPIs) for scaled success, adoption pacing, and lifecycle effectiveness.
• Support data alignment across systems and teams, ensuring consistency and accuracy of customer data used in reporting.
• Partner with leadership on forecasting and strategic planning efforts, incorporating adoption trends and program impact.
• Provide thought leadership on best practices for scaling customer engagement.

Requirements

• 8+ years in Customer Success Operations, Marketing Analytics, Business Analytics, or related SaaS roles.
• Experience with reporting and analytics tools (e.g., Tableau, Looker, Power BI, Gainsight).
• Proficiency with SQL or similar data querying languages; comfortable working with large datasets.
• Solid understanding of marketing analytics concepts, such as campaign performance, segmentation, engagement metrics, and funnel analysis.
• Ability to influence senior stakeholders through data-driven recommendations and strategic insights.
• Strong knowledge of Customer Success metrics (GRR, NRR, product adoption, customer health scoring, etc.).
• Experience partnering with CS, Marketing, and Product teams on cross-functional initiatives.
• Excellent communicator with the ability to simplify complex data stories for business audiences.

Nice to Have

• Proficiency with SQL or similar data querying languages; comfortable working with large datasets.
• Solid understanding of marketing analytics concepts, such as campaign performance, segmentation, engagement metrics, and funnel analysis.
• Ability to influence senior stakeholders through data-driven recommendations and strategic insights.
• Strong knowledge of Customer Success metrics (GRR, NRR, product adoption, customer health scoring, etc.).
• Experience partnering with both CS, Marketing, and Product teams on cross-functional initiatives.
• Excellent communicator with the ability to simplify complex data stories for business audiences.

Qualifications

• Educational background is not explicitly specified in the description.

Benefits & Perks

• Paid Time Off: earned time off, as well as paid company holidays based on region.
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement.
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment.
• Retirement Plans: select retirement and pension programs with potential for employer contributions.
• Learning and Development: options for coaching, online courses and education reimbursements.
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events.