Customer Data and Process Analyst

***This role is a remote role open to candidates currently residing in Poland***

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.   

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 to identify patterns 

  • Monitor dashboards and customer data to flag risks, gaps, or opportunities at scale

  • Contribute insights to improve health scoring, segmentation, and reporting 

• Commercial & Operation Hygiene on wider portfolio

  • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems

  • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements

  • Execute data validation and cleanup tasks within structured workflows 

  • Maintain high data quality standards in Salesforce, including:

    • Account and opportunity hygiene

    • Correct product, SKU, and entitlement mapping

    • Accurate renewal dates, ACV, and contract term

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• 1–2 years of experience in data analysis, operations, SaaS support, or customer-facing roles
• Excellent language skills in English and German (C1) 
• Comfortable working in a high-volume, process-driven environment with repetitive workflows 
• Experience using tools such as Salesforce, Churn Zero, Excel/Google Sheets, or similar systems 
• Demonstrated ability to work in structured, process-driven environments
• Strong written communication skills for digital customer interactions 
• Highly organized and self-managed in a remote environment 
• Strong analytical mindset with comfort interpreting dashboards, usage metrics, and data trends 
• Demonstrated ability to learn new tools and systems quickly (highly coachable) 
• High attention to detail and data accuracy