Senior Data Analyst, Customer Operations
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Key skills for this role
About the Role
Scribd is seeking a Senior Data Analyst to build the Customer Operations analytics function. You will own reporting, forecasting, and AI-driven automation to improve retention, expansion, and support efficiency.
Key Skills for This Role
Responsibilities
- Define and maintain core metrics and business definitions across the customer lifecycle
- Build and iterate on dashboards, KPI scorecards, and operational reporting
- Define and maintain retention metrics, including logo and revenue churn, GRR and NRR, renewal rates, and cohort retention
- Build and operationalize churn and renewal risk analyses and models
- Develop and iterate on customer health scoring frameworks
- Build forecasting models for renewal volume, renewal risk, churn, expansion pipeline, ticket volume, and staffing capacity
- Identify and prototype AI driven workflows that reduce manual analysis and speed up decision making
- Translate Customer Success Operations questions into structured analyses and measurable hypotheses
- Communicate insights with clear narratives that influence decisions across technical and non technical audiences
Requirements
- 4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting customer facing functions
- Experience in a B2C subscription or membership based business with hands on familiarity with subscription metrics like LTV, churn, refund rate, and renewal rates
- Strong SQL skills and experience with BI tools (Looker, Tableau, etc.)
- Comfortable working within an existing Databricks environment
- Experience with Python for analysis, forecasting, and modeling
- Track record of building retention, churn, renewal risk, forecasting, or related analyses
- Strong foundation in statistics and experimental thinking
- Strong communication skills to influence stakeholders across technical and non technical teams
- Comfort working independently in an environment with evolving priorities
Full Job Posting
About The Team And Role
- Scribd is evolving from a document library into a platform for active knowledge building.
- As the first Senior Data Analyst embedded in Customer Operations, you will build the CS Analytics function and own analytics and operational insights for the department.
- You will partner with Customer Operations leadership, Product, Finance (RevOps), and Data Engineering to build trusted reporting and drive measurable outcomes.
You will
- Own Customer Success and Customer Operations measurement, defining and maintaining core metrics across the customer lifecycle.
- Build decision ready reporting and self serve analytics, including dashboards, KPI scorecards, and operational reporting.
- Perform customer retention, churn, and expansion analytics, including retention metrics, churn models, and health scoring.
- Build forecasting models for renewal volume, churn, expansion pipeline, ticket volume, and staffing capacity.
- Identify and prototype AI driven workflows for automated insights, anomaly detection, and stakeholder Q&A.
- Translate Customer Success Operations questions into structured analyses and communicate insights with clear narratives.
You have
- 4+ years of experience in analytics, business operations, or business intelligence roles, ideally supporting customer facing functions.
- Experience in a B2C subscription or membership based business with hands on familiarity with subscription metrics.
- Strong SQL skills and experience with BI tools (Looker, Tableau, etc.).
- Comfortable working within an existing Databricks environment.
- Experience with Python for analysis, forecasting, and modeling.
- Track record of building retention, churn, renewal risk, forecasting, or related analyses.
- Strong foundation in statistics and experimental thinking.
- Strong communication skills to influence stakeholders across technical and non technical teams.
- Comfort working independently in an environment with evolving priorities.
Benefits At Scribd, Inc.
- Scribd Flex (flexible work model)
- Comprehensive health, dental, and vision coverage
- Mental health support and disability coverage
- Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
- Paid parental leave and family support benefits
- Retirement matching and employee equity
- Learning and development programs and professional growth opportunities
- Wellness and home office stipends
- Complimentary access to the Scribd, Inc. suite of products
- Enterprise access to leading AI tools
Salary Range
- In Canada, the reasonably expected salary range is between $101,500 CAD and $129,500 CAD.
- This position is also eligible for competitive equity ownership and a comprehensive benefits package.
Working at Scribd, Inc.
- Scribd Flex empowers employees to choose the workstyle and location that support their best performance, with occasional in person attendance required.
- Employees must have their primary residence in or near one of the listed cities including Ottawa, Toronto, or Vancouver.
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