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 is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

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

• 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)

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

Compensation range for this role is $90,000-$110,000 on-target earnings (base + bonuses), depending on experience and location

US-Based 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

🧘‍♀️ Weekly virtual yoga sessions

🍀 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

🌍Associates based outside of the US will enjoy similar benefits, comparable and specific to their national standards

Responsive is committed to building and fostering a diverse and inclusive culture that we can all be proud of. We encourage people of all cultures, ethnicities, ages, backgrounds, races, national origins, genders, sexual orientations, religions, and abilities to apply for our open positions. If you are also committed to this kind of culture and see yourself joining our team, please apply - we look forward to learning more about you!