Senior Customer Analytics Specialist – Driving Net Revenue Retention, Expansion & AI‑Powered Insights for a Leading Technology‑Enabled Logistics Partner

About brighthush

brighthush is at the forefront of the logistics and supply‑chain revolution, transforming from a traditional services provider into a technology‑enabled powerhouse. By harnessing data, artificial intelligence, and cloud‑based platforms, we are redefining how businesses move goods, manage inventory, and deliver exceptional customer experiences. Our mission is to empower every partner, from small e‑commerce merchants to large distribution networks, with real‑time insights that drive profitability, efficiency, and growth.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, forward‑thinking team that values curiosity, collaboration, and continuous improvement. We invest heavily in cutting‑edge analytics tools, AI research, and professional development. Whether you’re a seasoned data scientist or a seasoned BI analyst, you’ll find opportunities to shape strategy, influence product roadmaps, and make a measurable impact on our customers’ success.

Role Overview

As a Customer Analytics Specialist, you will own the end‑to‑end analytics that directly influence Net Revenue Retention (NRR) and customer success metrics. You will translate complex customer data into actionable intelligence, automate insights, and partner closely with Account Managers (AMs), Customer Success Managers (CSMs), and senior leadership to accelerate retention, expansion, and overall customer value.

Key Responsibilities

• Customer Health & Retention Analytics
  • Design, build, and maintain a comprehensive customer health score that aggregates order frequency, dispute rate, response time, fill rate satisfaction, and other critical indicators.
  • Generate weekly “at‑risk” account reports (red/yellow/green) with clear drivers of score changes, enabling proactive engagement.
  • Develop and refine a churn propensity model that flags accounts 30–60 days before potential churn, supporting targeted retention campaigns.
  • Automate renewal dashboards with win probability estimates, ensuring AMs and CSMs have real‑time visibility.
  • Provide executive‑level data analysis for board‑level decision making, translating raw data into strategic narratives.
• Expansion Signal Analytics
  • Create monthly insight views and reports that surface expansion opportunities across the customer base.
  • Conduct market share analysis to track wallet share movement and identify upsell or cross‑sell prospects.
  • Monitor service behavior and SLA upgrade opportunities by account, delivering actionable recommendations.
  • Produce quarterly customer value reports for AMs and CSMs to use in Quarterly Business Reviews (QBRs).
  • Build executive‑level decks for monthly and quarterly business reviews, ensuring data‑driven storytelling.
• Data Infrastructure & Automation
  • Maintain robust connections between internal databases, CRM systems, and BI tools (Power BI, Tableau).
  • Build and maintain dashboards that refresh automatically on a weekly cadence.
  • Implement automated alerts for CSMs and AMs when health scores cross predefined thresholds.
  • Document data definitions, create data dictionaries, and standardize reporting across the organization.
  • Collaborate with Operations and IT to resolve data quality issues at the source, ensuring data integrity.
• AI & Advanced Analytics
  • Lead the adoption of AI in analytics, working with IT to productionize predictive models and machine‑learning pipelines.
  • Design AI prompts and query interfaces that enable AMs and CSMs to perform self‑service analytics.
  • Validate AI‑generated insights, ensuring accuracy, relevance, and alignment with business objectives.
  • Develop subject‑matter expertise in emerging technology platforms and products, staying ahead of industry trends.

Success Metrics

• Reduce the number of “red” health score accounts by 30% week‑over‑week.
• Cut CSM time spent on manual data extraction by 50% from baseline.
• Achieve 100% on‑time delivery of automated reports and dashboards.

Essential Qualifications

• 8+ years of experience as a BI Analyst, Data Analyst, or Analytics Specialist, with a strong preference for Power BI expertise.
• Proven track record of building dashboards that tell compelling stories and drive actionable decisions.
• Deep understanding of service supply chain and spare parts logistics metrics.
• Proficiency in Power BI or Tableau, including data modeling, DAX, and visual design.
• Experience connecting to ERP/WMS data sources and integrating them into analytics workflows.
• Working knowledge of Python (pandas, basic statistics) for data analysis and model development.
• Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive) and data extraction techniques.
• Strong verbal and written communication skills, with the ability to translate business questions into data requirements.
• Customer‑centric mindset and a passion for delivering insights that directly impact customer success.
• Current and ongoing right to work in the United States without restrictions or expirations.

Preferred Qualifications

• Experience in logistics, supply chain, distribution, or e‑commerce fulfillment, especially with spare parts.
• Hands‑on experience with AI/ML model deployment and productionization.
• Knowledge of advanced analytics techniques such as churn modeling, propensity scoring, and cohort analysis.
• Experience with data governance frameworks and data quality initiatives.
• Background in building self‑service analytics portals or chat‑bot interfaces for business users.

Skills & Competencies

• Data Storytelling – turning complex datasets into clear, actionable narratives.
• Analytical Thinking – dissecting problems, identifying root causes, and proposing data‑driven solutions.
• Technical Proficiency – advanced Power BI/Tableau, SQL, Python, and data integration tools.
• Project Management – managing multiple analytics projects, meeting deadlines, and coordinating cross‑functional teams.
• Collaboration – working closely with AMs, CSMs, product, and engineering to align analytics with business goals.
• Continuous Learning – staying current with emerging analytics, AI, and supply‑chain technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You’ll have access to:

• Mentorship from senior data scientists and business leaders.
• Regular training on the latest BI tools, AI frameworks, and supply‑chain analytics.
• Opportunities to lead cross‑functional initiatives, such as AI adoption roadmaps or data‑governance programs.
• Pathways to senior analytics roles, data science leadership, or product management.
• Conferences, workshops, and certifications funded by the company.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and empowerment. We believe in:

• Open communication channels where ideas are welcomed and feedback is constructive.
• Agile work practices that allow rapid iteration and experimentation.
• A diverse and inclusive workplace that celebrates different perspectives.
• Flexible work arrangements, including remote and hybrid options.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior analytics roles.
• Performance‑based bonuses tied to key metrics such as NRR improvement and automation milestones.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Wellness programs, gym memberships, and mental‑health resources.
• Equity or stock‑option plans for eligible employees.

How to Apply

Ready to transform customer analytics and drive measurable impact at brighthush? Submit your resume, a cover letter detailing your relevant experience, and any portfolio pieces or case studies that showcase your analytical prowess.

Conclusion

As a Customer Analytics Specialist at brighthush, you will be at the nexus of data, technology, and customer success. Your insights will shape the future of our services, empower our teams, and deliver tangible value to our customers. If you are passionate about turning data into action, thrive in a fast‑paced environment, and want to be part of a company that is redefining logistics for the digital age, we want to hear from you.