Principal Customer Operations Analyst - Global Planning and Operations

The HubSpot Customer Success Strategy and Operations (CSSO) team is looking for a Principal Operations Analyst to join our rapidly growing team.  We are a group of analytical professionals looking to drive operational excellence and revenue performance across HubSpot’s Customer Success organization.  Primary responsibilities will focus on driving team performance through advanced modeling and decision support across annual planning, forecasting, and organizational incentive plans, supporting executive leadership by developing business recommendations that drive operational efficiency, aligning organizational metrics and plays to better understand our multi-product customer base, as well as ensuring executive leaders have access to the tools and data they need to effectively help our customers grow better.

You are someone looking to make an impact, driving business growth through data and analytics. You have the combination of business acumen and analytical ability allowing you to recommend and drive plays that result in enhanced Customer Success performance against core metrics.  You have a passion for turning massive amounts of data into actionable plays, owning from inception to execution.  You are a collaborative problem-solver who will work closely with members of Customer Success, Sales Operations, Product Operations, and Finance.

In this role, you’ll get to:

• Provide analytical, operational, and decision-making support to the HubSpot executive team
• Develop and present performance-enhancing recommendations to the executive team through a balance of quantitative and qualitative analysis in order to increase revenue and retention metrics
• Lead the development and application of advanced forecasting models, consolidating and interpreting inputs from across HubSpot to align Customer Success strategic decisions
• Investigate the drivers of retention performance, converting those findings into increased model accuracy and business influencing experiments
• Drive the development of new incentive, compensation, and promotion plans that drive increased productivity across the Customer Success organization as well as an improved customer experience
• Analyze the holistic effectiveness of our existing incentive plans across HubSpot including the interaction between functions, incorporate industry research to develop increasingly effective rules of engagement
• Partner closely with Sales and Finance teams to develop actionable, measurable projects and programs that accelerate revenue growth and customer retention
• Lead efforts to research and develop new ways to track and measure our SAAS business including corporate and Customer Success KPIs
• Mentor junior members of the CSSO team

We are looking for people who:

• Operation/business Analyst, FP&A, Consultants or other analytical backgrounds
• Have expert-level Excel knowledge and advanced experience using data visualization software (Looker, Tableau, etc.) to drive business insights and decisions
• Have advanced SQL skills, have proven track record of using additional technical skills (R, Python, etc) to drive business performance
• Have experience with data modeling including multiple regression techniques and correlation analysis
• Have experience identifying opportunities within the business, creating the action plans necessary to capitalize and drive those opportunities
• You have proven experience leading through influence, taking initiative, and leveraging your business acumen and data-driven mentality to drive results
• Have the ability to thrive in a fast-paced work environment, can pivot and work autonomously
• Take active and enthusiastic ownership for the planning, execution, and results of projects and initiatives

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.

About HubSpot:

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 4M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work through. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #4 Best Place to Work on Glassdoor in 2021, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot.

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