Scribd

Senior Data Analyst, Customer Operations

San Francisco · Senior · Contract

Sponsorship not specifiedDetected 41 days ago

dbtLLMsForecastingCustomer SuccessCustomer SupportZendesk

About the role

In this role, you will translate ambiguous questions into clear measurement frameworks, forecasting models, and actionable reporting.
You will also help the organization adopt AI-enabled analytics and automation to reduce manual work, improve decision quality, and establish strong measurement and governance.
You are a deeply analytical thinker who is curious and loves to solve problems.

As the first Senior Data Analyst embedded in Customer Operations you will have the unique opportunity to build the CS Analytics function and own analytics and operational insights for the department.
Creating operational metrics and dashboards that are easy to use and drive action.
Own Customer Success and Customer Operations measurement
Build decision-ready reporting and self-serve analytics
Build and iterate on dashboards, KPI scorecards, and operational reporting that support day-to-day execution and executive visibility.
Create automated reporting and proactive alerting for KPI movement and risk signals, such as drops in engagement, support spikes, onboarding delays, and renewal risk.
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 that surface leading indicators.
Build forecasting models for key planning needs such as renewal volume, renewal risk, churn, expansion pipeline, ticket volume, and staffing capacity for our \BPO partner

Our four products - Scribd®, Slideshare®, Everand™, and Fable - help billions of people across the globe move beyond access and into insight, application, and expertise.

Experience with analytics engineering practices (for example dbt-style testing, documentation, and semantic layers).
Experience evaluating or implementing AI or LLM-enabled analytics workflows, including quality measurement and human-in-the-loop processes.
Familiarity with SaaS subscription metrics, cohort analysis, and billing systems.
Proficiency with Zendesk or similar customer support platforms, and comfort working directly in support tooling to extract and analyze operational data.
San Francisco is our highest geographic market in the United States.
We carefully consider a wide range of factors when determining compensation, including but not limited to experience
job-related skill sets
and other business and organizational needs.

At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range.

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
Partner with Customer Operations to translate forecasts into staffing plans, coverage models, and operating cadences.
Scribd Flex (flexible work model)

Scribd is evolving from one of the world's largest document libraries into a platform where active knowledge building happens.
With a library of 300 million documents and over 250 million monthly visitors, our next chapter focuses on helping users move from simply finding information to building deep, actionable understanding.
You will partner closely with Customer Operations leadership & team, Product, Finance (RevOps), and Data Engineering to build trusted reporting, improve operational rhythms, and drive measurable outcomes across retention, expansion, customer health, and support efficiency.

This listing is sourced directly from Scribd's careers page and normalized into a canonical job model.