Hiring: Customer Experience Analyst Company: ePayPolicy Location: Austin, TX Job Posted Time: 2026-09-16 14:47:31 Employment Type: Hybrid Target Skills & Keywords : Digital Transformation, SQL, SaaS, Segment About the job Experience: •4-5 years of analytics or operations work in a customer-facing organization (SaaS customer success, customer insights, customer operations, product analytics, or similar). You understand how customers move through a lifecycle and what adoption friction looks like. •5 years of analytics or operations work in a customer-facing organization (SaaS customer success, customer insights, customer operations, product analytics, or similar). You understand how customers move through a lifecycle and what adoption friction looks like. Required Skills: •Your work directly enables our core thesis: customers who actually adopt and use our product thrive. Your job is to measure adoption, understand what drives it, surface risks before they become churn, and give the team the clarity they need to help customers succeed. •Own the Foundation of Customer Health & Risk Monitoring •Define the data signals that predict customer health, engagement, and adoption velocity. Build dashboards that surface at-risk accounts before they churn and identify adoption success patterns so your team can replicate them. •Build Adoption & Engagement Metrics •Track customer behavior over time: time-to-first-use, velocity of engagement, feature adoption, usage patterns by segment. Create cohort analysis to see which customers are accelerating, stalling, or at risk. Translate those insights into metrics that drive action. •Drive Data Consistency Across the Organization •Interface directly with the revenue operations analyst, AI engineer, and customer teams to ensure metrics are defined consistently and reported the same way across human and automated systems. Document calculation logic so the system stays transparent and scalable. •Support Customer Experience Operations Qualifications: •Strong SQL or similar query language. You can write queries to answer business questions independently. •BI reporting and visualization experience (Tableau, Looker, Power BI, or similar). You can navigate a reporting tool, ask what data exists, and build dashboards that tell a story. •Metric thinking. You naturally ask "how would we measure that?" You understand the difference between activity and outcome. •Detail-oriented and collaborative. You notice inconsistencies, you ask why, and you work well across teams. •Operational familiarity with customer success platforms or analytics tools (we'll teach you ours) Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!