BI Analyst - Customer Success Operations

At Phrase, we help open the door to global business by providing the world’s most comprehensive localization platform. 

We’re transforming language technology with our AI platform to give people the content they need, in the language they speak. Whether it's for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant. 

With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.

We are seeking a data-driven Business Intelligence Analyst to join our Customer Success Operations team. This role will focus on analyzing customer usage patterns on the Phrase platform, providing actionable insights, and guiding our team on essential data-tracking practices. By understanding how customers interact with our platform, you will help the Customer Success (CS) Operations and Digital CS teams enhance customer retention, optimize customer engagement, and drive overall success. 

What you’ll be responsible for:

• Customer Usage Analysis: Analyze customer behavior and usage patterns on the Phrase platform, identifying trends, engagement drivers, and potential areas of friction.

• Data Strategy and Recommendations: Collaborate with cross-functional teams to identify key metrics for customer success, advising on what data should be tracked to improve customer retention, upsell opportunities, and customer satisfaction.

• Dashboards and Reporting: Design, develop, and maintain dashboards and reports that provide meaningful insights for the Customer Success team, ensuring relevant metrics are easily accessible and up-to-date.

• Predictive Analytics: Use historical data to build predictive models that help forecast customer behavior, churn risk, and expansion potential, enabling the CS Operations team to act proactively.

• Stakeholder Collaboration: Partner closely with Product, Marketing, and Billing teams to align data initiatives, ensuring the CS Operations team has access to the most relevant information to support customer engagement strategies.

• Data Quality and Integrity: Establish processes for data governance, maintaining high standards for data quality, accuracy, and consistency across systems.

• Continuous Improvement: Identify and implement opportunities to optimize data collection processes, enhancing the team’s ability to understand customer needs and improve platform usage.

What you need:

• Bachelor’s degree in Data Science, Statistics, Business Analytics, Computer Science, or a related field.

• 3+ years of experience in a Business Intelligence, Data Analyst, or similar role, ideally within a SaaS or technology environment.

• Proficiency in SQL, data visualization tools (e.g., Tableau, Power BI, Looker), and Excel.

• Experience with data warehousing solutions and BI platforms is a plus.

• Familiarity with customer behavior analytics and metrics such as NPS, GRR, churn, and customer health scores.

• Strong quantitative and analytical abilities with a demonstrated ability to transform complex data into actionable insights.

• Experience in predictive modeling and statistical analysis to forecast customer trends.

• Ability to translate complex data insights into clear, actionable recommendations for non-technical stakeholders.

• Strong written and verbal communication skills, comfortable presenting findings to various stakeholders.

• An understanding of Customer Success metrics and the SaaS customer lifecycle.

• Passionate about improving the customer experience through data-driven insights.

What you’ll get:

• Work experience in a successful and growing global SaaS company

• Be part of an international team of 300+ in Europe, APAC, and the Americas

• Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity

• An agile work environment, where it is encouraged to take smart risks

• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced

• A positive, open-minded, and innovative atmosphere

• Support in your professional development and personal career goals

What's on top:

• 4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).

• In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation. 

• Your birthday is off because it is important to celebrate you as well.

• 2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.

• Professional and extensive onboarding.

• Learning & development through Phrase learning and a dedicated ChatGPT Plus user license

• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of opening the door to global business by giving everybody access to the content they need in the language they speak.