Senior Data Analyst

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experience. Nearly 2,000 customers have standardized utilizing Responsive’s solutions to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad-hoc information requests and more. Responsive embraces a global flexible workforce model with offices in Dallas, Kansas, Coimbatore, India and Dublin, Ireland. To learn more, visit responsive.

About the Role

The Customer Success team at Responsive is seeking a Sr. Data Analyst to help improve customer outcomes, retention, and satisfaction through actionable insights. This individual will partner closely with Customer Success, Support, Product, and Engineering teams to deliver data-backed recommendations that enhance customer experiences and reduce churn.

Working with data from PostgreSQL, Salesforce, Gainsight, and other business intelligence tools, you will produce insights on customer trends, utilization, performance, and drivers of improvement. You'll own reporting and dashboarding that bring clarity to our support operations, customer engagement trends, onboarding effectiveness, and expansion potential. The ideal candidate is a proactive analyst with a passion for problem-solving and a strong sense of ownership over customer success metrics. Our ideal candidate for this role is an analytical and self-driven individual with familiarity working with AI-enabled analytics platforms and tooling and a background in working with distributed teams.

Essential Functions

• Act as a strategic, data-driven thought partner to the Customer Success leadership team.
• Build and maintain dashboards that monitor key performance indicators like customer adoption, value realization, and risk mitigation. 
• Analyze customer data to identify trends, gaps, and areas for process or experience improvement.
• Collaborate cross-functionally with Product, Engineering, and Marketing teams to align customer insights with business initiatives.
• Provide actionable insights and recommendations to enhance retention, upsell, and proactive customer engagement strategies.
• Support quarterly OKR planning with clear reporting on customer health metrics and operational KPIs.
• Evaluate tools and systems (e.g., Gainsight, Outreach, Salesforce) for improved workflow automation and reporting accuracy.
• Assist with segmentation models and lifecycle analysis to better tailor communication and support interventions.

Requirements

• Dallas based–this position is not eligible for relocation (please state your geographic location at the top of your resume)
• Bachelor’s degree in Business, Analytics, Statistics, or a related field. Master’s degree a plus.
• 5-8 years of experience in customer success, operations, or service analytics—preferably in a B2B SaaS environment.
• Strong SQL and Python skills for data analysis and visualization. Experience with Google Studio, Tableau, or Power BI.
• Experience with Salesforce, Gainsight, or other Customer Success platforms.
• Comfortable analyzing both structured and unstructured customer data.
• Familiarity with AI-enabled analytics platforms and tooling (e.g., machine learning models, NLP, predictive analytics, or embedded AI features in platforms like Gainsight, Tableau, or Salesforce)
• US Citizen or Permanent Resident (no OPT visa).

Knowledge & Skills

• Self starter, driven, with excellent analytical skills and proficiency in data-driven decision-making.
• Understanding of how AI can enhance customer insights, churn prediction, or support automation is a strong plus.
• Excellent communication skills with the ability to simplify complex insights for non-technical stakeholders.
• Experience in fast-paced, customer-centric organizations with a focus on scalability and impact.

Additional Information

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $95,000–$105,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses or benefits. Candidates located in Dallas, TX will be given priority consideration.

Employees can look forward to the following benefits:

💰 Competitive Compensation, Company Bonus

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

🌍 US Citizens or Green Card / permanent residents eligible for this role (no OPT visa status).

Our Values:

Delight customers: We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble: At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done: Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time: Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4: We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!