Principal Strategy & Operations Analyst, Global Services

Job Description

The Customer Success Strategy and Operations (CSSO) team at HubSpot is responsible for defining and driving customer success from concept through execution. To help fuel HubSpot growth, we are looking for a Principal Analyst to support strategic planning and drive decision-making with data for the Global Services team.

The ideal candidate has a strong background and experience using statistics to inform executive decision making (e.g., proficiency executing and interpreting multivariate regressions, designing causal research studies and randomized controlled trials, designing conjoint or maxdiff analyses, etc). You are a collaborative problem solver that looks for high-leverage areas of the business to use data to create and present recommendations for business process improvements. You are excited about developing and continuously improving business processes, and you're eager to drive change management in the context of a rapidly evolving subscription, SaaS business. The right candidate has the grit, agility, and analytical mindset to drive big change. If you think this could be you, please apply!

In this role, you’ll get to

• Utilize your analytical skillset to determine how to ultimately influence/drive key business metrics
• Manage and analyze data; present insights that influence the future of the Services business
• Partner with senior leadership to support strategic planning for the Customer Success organization, specifically for our Services business
• Understand global demands and nuances, and partner with regional managers to solve for needs on the fly
• Evangelize and represent Customer Success across cross-functional initiatives at all levels
• Develop and implement cross-functional programs, processes, and tools to drive performance and productivity improvement. Use tools such as Looker, Teleopti, JIRA, etc.
• Ideate and launch "listening devices" to measure and continually enhance the customer experience
• Pivot and adapt to drive forward key initiatives in a fast-paced business unit
• Collaborate with other Customer Success Strategy & Operations teams to develop, implement, and iterate on a holistic customer strategy

We are looking for people who

• Use data to drive decisions. SQL proficiency required, Looker experience preferred (or other Data Visualization)
• Are passionate about the HubSpot customer experience and helping people
• Are never satisfied and always see ways to grow and improve yourself and your team
• Are goal and results-oriented, with a proven track record of success
• Thrive in a fast-paced working environment, can pivot and work autonomously
• Have strong business acumen - able to link your work to customer goals
• Have excellent collaboration, prioritization, and project management skills
• Are superb communicators and are able to translate data: cross-functionally, laterally and vertically
• Are energized by solving hard problems
• Are forward thinking and acting - you see potholes down the road and proactively fill them
• Have experience owning all stages of program and change management, from ideation and hypothesis testing through gaining executive buy-in and field execution.
• Have world-class project management skills (e.g., multi-quarter engagements, 5+ parallel work streams, 20+ project participants, etc.), extreme attention to detail, and a self-starter mentality who possesses the intellectual curiosity and ability to solve problems.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.