Analyst, Digital Customer Success

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that's work worth doing.

Digital Customer Success - Analyst

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. We partner with our customers throughout their experience journey and help them unlock the most value from our products and services. We understand our customers' goals and, as trusted advisors, recommend solutions to the challenges they face.

We are looking for scrappy and collaborative individuals to join our group and have direct impact on our customer retention and maturity. We have ambitious members on this team, and are always looking for more amazing talent

Qualtrics is seeking a Digital Customer Success Analyst who can turn complex operational data into strategic insights that power our CS programs at scale. If you are technically capable, a superb problem-solver with SQL and data analysis skills, have strong communication abilities, and want to work at a fast-growing tech company, Qualtrics could be the place you've been dreaming about.

How You'll Find Success

• You will know you are doing an extraordinary job when your analyses directly drive customer renewal and expansion decisions, and your data infrastructure enables CS teams to operate at scale.
• You bring technical depth in SQL and data analysis combined with business acumen to translate complex datasets into actionable insights for Customer Success teams.
• You have strong organizational skills, can juggle multiple priorities, and are a great communicator who can translate technical findings for non-technical audiences.
• You are inventive in the face of data challenges, and know how to build robust analytics infrastructure that powers targeted, personalized, and predictive customer experiences.
• Collaborate cross-functionally on data projects that improve overall customer experience, leading to greater satisfaction and loyalty among our clients.

How You'll Grow

• Contribute to the strategy and execution of data-driven CS programs, establishing yourself as the technical expert who bridges analytics and business impact.
• Partner closely with our CS Operations, GTM, and Data Engineering teams and establish yourself as the subject matter expert
• Partner closely with our CS Operations, Global Operations, and the Customer intelligence team to build scalable infrastructure for the Digital CS program 

Things You'll Do

• Design and maintain complex SQL queries for customer health scoring, maturity tracking, and operational reporting (Redshift environment)
• Build data pipelines and models that power segmentation, cohort analysis, and predictive customer insights
• Architect operational dashboards in Gainsight that drive daily CS team actions and leadership decisions
• Perform deep-dive analyses on churn, expansion, and product adoption patterns - present findings to leadership
• Own data quality across CS systems (Gainsight, Salesforce, Data Warehouse) and collaborate with teams to improve accuracy
• Operationalize insights that assist Customer Success teams in driving renewal and expansion at a Global scale

What We're Looking For On Your Resume

Required:

• Bachelor's degree
• 3+ years hands-on experience with SQL - proficiency with CTEs, window functions, joins, and query optimization required
• Proficiency with BI tools
• Experience building operational analytics or business intelligence for go-to-market teams (CS, Sales, Marketing, Product)
• Technically capable, excellent communicator

Nice to have:

• Customer Success experience
• Experience with Salesforce and/or Gainsight a plus
• Experience with statistics or applying mathematics to data analysis 

What You Should Know About This Team

• We define and serve thoughtful data infrastructure that powers both digital and human-touch CS activities at scale.
• We deliver analytical insights that drive customer value realization through 1:many human and 1:many digital interaction channels.
• We work with internal CS stakeholders as well as stakeholders from other Qualtrics teams to craft data-driven projects that lead to meaningful business impact.
• This role requires technical depth - you'll work with large datasets, complex customer hierarchies, time-series analysis, and data quality challenges. 

Our Team's Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures 
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits.

Washington State Annual Pay Transparency Range $79,000—$118,000 USD

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