Senior Customer Success Insights Analyst

Job Description

This pivotal role is responsible for transforming customer data into clear, actionable insights that shape the strategies driving our customers' engagement, satisfaction, and long-term success. As an Insights Analyst, you will analyze customer behaviors and business trends, define and standardize KPIs, measure the effectiveness of our Customer Success initiatives, and present compelling recommendations to leaders across the company. Your analyses will empower decision-makers, influence business outcomes, and directly contribute to improving the overall customer experience.

Responsibilities

Job Responsibilities:

• Analyze Customer Success data and KPIs to identify trends, risks, and opportunities related to customer health and business performance.

• Develop and maintain dashboards and reports using BI tools to track key metrics such as customer churn, retention, engagement, and satisfaction.

• Conduct deep-dive analyses to assess the effectiveness of Customer Success initiatives and inform continuous improvement.

• Present clear, actionable insights and recommendations to Customer Success leadership and other stakeholders to support data-driven decision-making.

• Partner with cross-functional teams, including Finance, Data Science, Sales, and Customer Success, to drive initiatives that enhance the customer experience.

• Automate and optimize data workflows and reporting processes to ensure data integrity, quality, and governance.

• Monitor and measure the impact of Customer Success strategies using relevant KPIs and business metrics.

• Mentor junior analysts, establish best practices, and stay current with emerging tools to continuously help elevate the team's reporting and analysis capabilities.

Technical Skills and Experience:

• Bachelor's degree in Business, Analytics, Finance, Information Systems, or a related field; master's degree a plus.

• 5-7 years of experience as a Business Analyst, Financial Analyst, Operations Analyst, or in a similar data-driven role, ideally within a SaaS, technology, or customer-facing environment.

• Demonstrated expertise in data analysis, reporting, and visualization; hands-on experience with BI and analytics platforms such as Domo, Tableau, Power BI, or Oracle Analytics Cloud is strongly preferred.

• Advanced proficiency with MS Office Suite (Excel, PowerPoint, Word, Outlook); strong Excel modeling skills required.

• Track record of successful project management, including the ability to take ownership and deliver on multiple priorities and deadlines concurrently.

• Strong executive communication and data storytelling skills; ability to simplify complex topics for non-technical stakeholders.

• Highly analytical self-starter with strong attention and organization skills, and a motivation to solve complex business problems.

• Comfortable operating independently and as part of a high-performing team; adept at engaging with executive leadership.

• Experience with Customer Success operations, SaaS metrics, or cloud business models is highly desired.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Oracle uses Artificial Intelligence in our recruiting process. Read more about it in our Recruiting Privacy Policy (https://www.oracle.com/legal/privacy/recruiting-privacy-policy/) .

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $90,300 to $140,300 per annum.

US: Hiring Range in USD from: $97,500 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4

Vacancy Type - Replacement Position

This role regularly interacts with customers around the world, so a professional level of English is required. A proficiency of French is required for candidates residing in Quebec, otherwise it is considered an asset.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.