Senior Customer Success Analytics Analyst

<div class="content-intro"><p>GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.</p> <p>The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.</em></p></div><h2>An overview of this role</h2> <p>As a Senior Customer Success Analytics Analyst, you'll be a key partner to our global Customer Success and Digital CS teams, using data to improve how we engage, retain, and grow our customers at scale. You'll translate questions from Customer Success, Strategy, Marketing, and Product partners into clear analytical requirements. You'll explore customer engagement, adoption, and satisfaction data and turn findings into dashboards, reports, and recommendations that support better decisions across Digital CS programs, scaled engagements, and the broader customer lifecycle. Working closely with Customer Success Analytics teammates and cross-functional stakeholders, you'll build and maintain analytics foundations that power one-to-many engagements, digital touchpoints, and automation. You'll experiment with analytics and customer success tooling to increase speed to insight. You'll also advocate for data quality, consistency, and clear definitions as you shape how we measure and understand customer health and outcomes.</p> <h2>What you'll do</h2> <ul> <li value="1">Partner with Digital Customer Success, Strategy, Marketing, Product, and other Go-To-Market teammates to translate questions about customer health, satisfaction, and engagement into clear analytical requirements.</li> <li value="2">Design and build dashboards and reports that provide a single source of truth for case management, digital engagement, adoption, retention, conversion, and customer satisfaction metrics.</li> <li value="3">Explore and analyze data from sources such as customer success platforms, GitLab University, Salesforce, marketing automation tools, and web and product analytics to uncover trends, risks, and opportunities to improve customer outcomes.</li> <li value="4">Craft well-structured, maintainable visualizations in business intelligence tools that follow internal standards and make it easy for customer-facing teams to monitor performance and take action.</li> <li value="5">Partner with operational and data teams to define requirements for customer success and engagement data models, shaping how data is collected, structured, and made available for analysis.</li> <li value="6">Analyze one-to-many engagements and digital touchpoints, including webinars, workshops, emails, and in-app messaging, to understand effectiveness and recommend data-driven optimizations.</li> <li value="7">Use segmentation, cohort ana ... (truncated, view full listing at source)