Senior Strategic Customer Success Data Analyst – Data-Driven Client Growth & Retention Specialist at brighthush
About brighthush
brighthush is a global leader in mission‑critical background screening solutions, trusted by Fortune 100 and Global 500 brands to protect people, places, and processes. With a culture rooted in empathy, integrity, and continuous learning, we empower our team members to be authentic, inclusive, and innovative. Our technology transformation journey is fueled by cutting‑edge analytics, AI, and cloud platforms that deliver unparalleled customer experiences. If you thrive in a fast‑moving, data‑centric environment and want to make a tangible impact on client success, brighthush is the place for you.
Why This Role Matters
As a Senior Strategic Customer Success Data Analyst, you will be the bridge between our high‑value accounts and the internal teams that deliver our solutions. Your insights will shape product roadmaps, drive retention, and unlock growth opportunities. You’ll own the data narrative that informs quarterly business reviews, operational decisions, and strategic initiatives. In short, you’ll turn numbers into stories that keep our clients satisfied, loyal, and growing.
Key Responsibilities
- Monitor service levels, client satisfaction, and usage activity to proactively identify issues or opportunities.
- Design, build, and maintain complex reports and dashboards using Excel, Power BI, Salesforce, and proprietary internal systems.
- Detect data quality issues, recommend corrective actions, and ensure data integrity across all touchpoints.
- Collaborate with cross‑functional teams—Product, Engineering, Sales, and Support—to support new solutions and provide technical guidance.
- Prepare and present analytical insights for Quarterly Business Reviews (QBRs) and other client‑specific analyses.
- Work closely with development and project teams in a fast‑paced environment to deliver timely, high‑quality solutions.
- Manage data integration pipelines, ensuring efficient extraction, transformation, and loading (ETL) of data.
- Build and nurture relationships with account representatives at all levels to ensure seamless communication.
- Conduct root‑cause analysis on contact drivers to prioritize optimization opportunities.
- Develop and maintain client‑specific SOPs, process documentation, and workflows.
- Escalate operational and technical issues to internal teams to resolve billing, technology, or operational challenges.
- Test product enhancements or features to ensure successful implementation for client programs.
- Partner with Directors to strengthen relationships and drive client success.
- Perform research and analysis for both internal and external stakeholders to support data‑driven decision‑making.
- Ensure timely resolution of service tickets and monitor ticket progress for closure.
- Verify billing accuracy, identify discrepancies, and recommend solutions for invoicing issues.
- Track and report on trends to inform regular account reviews.
- Keep client fact sheets updated and relevant to reflect changing needs.
- Gather customer feedback and make recommendations to enhance products and services.
- Provide training and create job aids for both departmental and customer needs.
- Address and resolve customer escalations promptly.
- Perform other duties as assigned by management to support team and client objectives.
Essential Qualifications
- High School diploma or GED equivalent required; 4+ years of experience in customer support, data analytics, or a related field.
- Proven expertise in data analysis, reporting, and customer success, with 2‑4 years of experience in an analytics/reporting role.
- Strong proficiency in MS Excel, MS Teams, and Salesforce CRM; experience with Business Intelligence (BI) tools is a plus.
- Exceptional written and verbal communication skills, with the ability to present complex data in a clear, actionable, and insightful manner.
- Ability to work effectively in a cross‑functional team environment, adapting to rapid changes and multiple priorities.
- Excellent organizational skills with the ability to manage multiple projects simultaneously and prioritize tasks.
- Occasional travel to customer sites may be required to support customer success outreach.
Preferred Qualifications
- Experience with advanced analytics platforms such as Tableau, Looker, or Power BI.
- Knowledge of data warehousing concepts and ETL processes.
- Background in the background screening or compliance industry.
- Project management certification (PMP, Agile, or similar).
- Experience leading client workshops or training sessions.
Skills & Competencies
- Analytical Thinking – ability to dissect complex data sets and derive actionable insights.
- Customer‑Centric Mindset – passion for understanding client needs and delivering value.
- Communication – articulate findings to both technical and non‑technical audiences.
- Collaboration – thrive in cross‑functional teams and build strong relationships.
- Adaptability – navigate ambiguity and pivot quickly in a fast‑moving environment.
- Project Management – manage timelines, deliverables, and stakeholder expectations.
- Technical Proficiency – comfortable with SQL, Excel, Power BI, Salesforce, and data integration tools.
Career Growth & Learning Opportunities
At brighthush, your career path is not limited to a single role. We invest heavily in professional development through:
- Structured mentorship programs pairing you with senior leaders.
- Access to industry conferences, webinars, and certifications.
- Internal training on emerging technologies, data science, and product management.
- Clear promotion tracks from Analyst to Senior Analyst, Manager, and Director levels.
- Opportunities to lead cross‑functional initiatives and influence product strategy.
Work Environment & Company Culture
brighthush fosters a culture of inclusion, transparency, and continuous improvement. Our remote‑first model means you can work from anywhere in the United States, with occasional travel to client sites or company events. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team members enjoy:
- Flexible work hours and a results‑oriented approach.
- Collaborative virtual spaces and regular town‑hall meetings.
- Recognition programs that highlight outstanding contributions.
- Community engagement initiatives and volunteer opportunities.
Compensation & Benefits
While the base salary for this role ranges from $55,000 to $70,000 annually, we offer a comprehensive benefits package that includes:
- Competitive health, vision, and dental plans.
- 401(k) with employer match and an Employee Stock Purchase Plan (ESPP).
- Generous paid time off (PTO) and 9 paid company holidays.
- Professional development stipend and tuition reimbursement.
- Wellness programs, mental health resources, and flexible spending accounts.
- Technology stipend for home office setup.
- Employee referral bonuses and performance incentives.
How to Apply
Ready to make data-driven decisions that shape the future of client success? Click the link below to submit your application and join the brighthush team.
Apply To This Job
Equal Opportunity Statement
Equal Employment Opportunities at brighthush
brighthush is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at brighthush are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
Follow Us
- X
- YouTube
Originally posted on
Apply for this job