Customer Success Operations Analyst

Job ID: 24-185

Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision Yourself at Barracuda

The Customer Success Ops Analyst will play a crucial role in driving data-driven decision-making and optimizing the efficiency and effectiveness of the Customer Success team. Your primary responsibility will be to analyze customer data and generate insights that enable the team to enhance customer satisfaction, retention, and overall success.

What you’ll be working on:

• Data analytics: Collect, analyze, and interpret customer data from various sources such as Salesforce.com, customer surveys, Power BI and user behavior data to identify patterns, trends and opportunities. Apply statistical methods and data visualization techniques to present findings in a clear and actionable manner.
• Performance Metrics: Develop and maintain KPIs and performance dashboards for the Customer Success team. Monitor and report on the team’s performance against established metrics., identifying areas of improvement and recommending actionable solutions.
• Customer Segmentation: Collaborate with Customer Success leaders to segment customers based on behavior, needs and value. Utilize data analysis to identify and prioritize customer segments for targeted engagement and intervention strategies.
• Process Optimization: Identify inefficiencies and bottlenecks in the Customer Success processes and workflows. Use data analysis to propose process improvements and automation opportunities that enhance productivity, scalability, and overall customer satisfaction.
• Predictive Analysis: Utilize historical customer data and predictive modeling techniques to forecast customer behavior, identify potential churn risks and proactively develop retention strategies.
• Data Integrity: Ensure data accuracy, consistency, and completeness by performing data quality checks and collaborating with cross-functional teams to address data related issues.
• Collaborative Partnerships: Collaborate with cross-functional teams, such as Sales, Marketing and Product, to gather relevant data and align Customer Success initiatives with overall company goals.

What you bring to the role:

• Bachelor’s degree in Data Science, Statistics, Business Analytics or a related field. Advanced degree is a plus.
• 5+ years of Customer Success or Operations experience.
• Strong analytical skills with proficiency in data manipulation, statistical analysis, and data visualization tools (e.g., Power BI, Excel).
• Knowledge of Salesforce.com and experience working with customer data.
• Excellent problem-solving skills with the ability to translate complex data into actionable insights.
• Effective communication skills, both written and verbal, with the ability to present complex data findings in a clear and concise manner.
• Familiarity with customer success metrics, methodologies, and best practices.
• Strong attention to detail with the ability to work with large datasets.
• Gainsight experience preferred.

What you'll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

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