Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

We are looking for a Customer Success Specialist with a strong focus on Data Analysis to join our team. This role is ideal for someone passionate about leveraging data-driven insights to enhance customer experience, optimize processes, and drive strategic decisions. The CS Specialist - Data Analysis will work closely with Customer Success Managers, Operations, and other internal teams to analyze client trends, measure success metrics, and provide actionable recommendations

What you’ll do

• Analyze customer data to identify trends, pain points, and opportunities for improvement.
• Develop and maintain reports, dashboards, and visualizations to support CSMs and leadership in decision-making.
• Track key customer success metrics, such as retention rates, NPS scores, and engagement levels.
• Collaborate with CSMs to provide data-backed insights that enhance client experience and retention strategies.
• Work closely with Operational teams to streamline processes based on data-driven feedback.
• Assist in automating data collection, reporting, and analysis to improve efficiency.
• Present findings and recommendations to internal stakeholders in a clear and actionable manner.
• Support the CS team in creating data-backed case studies and success stories for clients.
• Identify process gaps and propose data-informed solutions to enhance operational efficiency.
• Ensure data accuracy and integrity while working with various internal systems and tools.

What You Bring

• Bachelor's degree in Business, Statistics, Data Analytics, Data Science, or a related field.
• 3+ years of experience in Customer Success, Data Analysis, Data Science, Business Intelligence, or a related role.
• Strong analytical skills with experience in data visualization tools (e.g., Tableau, Power BI, Looker).
• Proficiency in Excel, Google Sheets, & SQL
• Ability to translate complex data into actionable insights for non-technical stakeholders.
• Strong problem-solving skills and a proactive approach to identifying opportunities.
• Excellent communication and presentation skills.
• Ability to work cross-functionally and collaborate with various teams.
• Experience working in a fast-paced, customer-centric environment.

Nice to Have

• Certifications in Data Science, Business Intelligence, or related fields.
• Background in customer journey mapping
• Familiarity with A/B testing methodologies and experimentation frameworks.
• Experience with machine learning, predictive modeling, or statistical analysis is a plus.
• Experience working with NetSuite & Planhat is a plus.

Please refer to job description.