Senior Customer Success Business Analyst
at SurveyMonkey
Ottawa, Canada
SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips.
Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.
What we’re looking for
The Sr. Customer Success Business Analyst will support our CS leadership team by ensuring we have access to key metrics and efficient forecasting processes in place to manage our business. This will be accomplished through a combination of reporting, analytics and operational process design with solutions developed at scale. We ground ourselves in data to shape critical business decisions and drive sustainable, scalable growth. You will help us raise the bar by bringing your curiosity, passion for customer success, and sharp attention to detail to every project you work on.
What you’ll be working on
- Forecasting & Strategy: Lead forecast reporting for pipeline meetings and provide strategic analysis to CS leadership to inform operational planning.
- Dashboard Management: Design and maintain scalable reporting tools/dashboards to track operational efficiency and key business metrics.
- Data-Driven Insights: Analyze complex data to diagnose issues, telling a compelling story that drives strategic action and executive decision-making.
- Tech Stack Management: Leverage Salesforce, Gainsight, and Gong to generate performance analytics against CS metrics.
- Process Deployment: Collaborate with Finance, Sales Ops, and Systems to deploy and optimize Customer Success business processes.
We’d love to hear from people with
- Experience: 5+ years in Customer Success, Sales, or Marketing Operations within a SaaS environment.
- Metrics Mastery: Strong command of CS metrics including Net/Gross Retention, revenue, bookings, and product usage.
- Technical Skills: Advanced skillset in Excel, BI tools, Salesforce, and Gainsight; experience with AI data tools is a strong plus.
- Curious Problem-Solver: Enjoys navigating complex data and large datasets to uncover solutions.
- Soft Skills: Strong communicator and collaborative partner capable of working effectively across teams and timezones.
SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from a SurveyMonkey office up to 1 day per week.
#LI-Hybrid
Why SurveyMonkey? We’re glad you asked
At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life.
We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.
We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.
Our commitment to an inclusive workplace
SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.