Business Analyst - Customer Success

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Success Enablement Specialist role...

The Customer Success Enablement Specialist to optimise customer experiences through data-driven insights, cross-functional collaboration, and strategic project management. This role combines customer empathy with analytical rigour to drive meaningful improvements across the customer journey.

What you'll do...

Data Analysis & Insight Generation

• Partner with our BI and analytics teams to scope, prioritise and obtain the data analysis needed to answer critical CS business questions

• Analyse customer data to identify trends, patterns and actionable insights related to retention, churn, expansion and customer health

• Conduct cohort and segmentation analysis to understand customer behaviour across product tiers, regions and customer segments

• Design experiments to test hypotheses including project design, delivery and measurement

• Support team leaders to develop reporting on pipeline performance and team productivity metrics

• Translate complex data findings into clear, actionable recommendations for CS leadership and teams

• Monitor and report on key CS metrics including MRR/ARR retention, churn rates, customer health scores and expansion metrics

Stakeholder Engagement & Reporting

• Build and maintain executive reporting and regular reporting cadences for CS leadership

• Present insights and recommendations to senior leaders in clear, compelling formats

• Work closely with CS leaders to understand business needs and translate these into data requirements for our analytics teams

• Create presentation materials that effectively communicate data stories to both technical and non-technical audiences

Project Leadership & Measurement

• Lead strategic projects from inception to completion, including defining success metrics and measurement frameworks

• Design and implement measurement approaches for CS initiatives and programs

• Track and report on the impact and ROI of retention programs and customer success investments

• Identify opportunities for process improvements based on data insights

• Collaborate across teams (Sales, Product, Support) to gather data and drive cross-functional initiatives

What you'll have...

• Advanced proficiency in Excel and Salesforce; SQL experience preferred

• Experience with customer analytics, journey mapping, and user experience optimisation

• Strong project management skills with ability to coordinate cross-functional initiatives

• Excellent written and verbal communication skills, including presentation development

• Proven ability to translate data into actionable business insights

• Experience in customer research methodologies and voice-of-customer programmes

Preferred skills and qualifications:

• Familiarity with AI-powered analytics tools and customer intelligence platforms

• Background in customer success, user experience, or business analysis roles

• Experience working in fast-paced, data-driven environments

• Strong stakeholder management and relationship-building skills

• Recognised project management qualifications or certifications

Our Perks & Benefits…

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.