Customer Success Performance Insights Analyst

About the company

• Justworks helps small businesses with HR; the role sits in Customer Success Operations (CSO) and focuses on CX analytics.

Responsibilities

• Design and build scalable reporting frameworks and data pipelines for self-service insights.
• Own data strategy and architecture for CX operations: metrics, data models, governance standards.
• Architect dashboards and data exports for customer health, agent performance and operational efficiency (Rippit, knowledge platforms, support tools).
• Analyze large datasets to identify behavioral patterns, performance drivers and root causes.
• Define, instrument and track KPIs for customer experience, agent performance and AI accuracy.
• Design, train and implement LLM prompts to scale QA automation and insight generation.
• Evaluate AI-generated outputs and build feedback loops.
• Manage NPS outreach and conduct deep dives for Leadership.
• Partner with Research and Voice of Customer teams.

Requirements

• Strong analytical rigor and systems thinking.
• Advanced, performant SQL used daily to query and model data.
• Experience with modern analytics platforms and data governance.
• Forward-thinking about AI and automation with critical judgment.
• Cross-functional collaboration with Customer Success, Support, Product, Engineering, Data & Analytics.