Customer Success Analyst (AI Analytics)

Location: Hybrid role based in Rohnert Park or San Francisco, California, United States

Salary: $135,000–$170,000 annually, plus cash bonus.

Company

hirify.global is a publicly traded medical technology company using AI-driven, non-invasive cardiac testing and analysis to improve the diagnosis and management of coronary artery disease. Its products support hospitals, imaging centers, and physician practices across the US and internationally.

What you will do

• Build and maintain Customer Success and Support capacity and headcount models linking case volume, site growth, ticket demand, and handle time to staffing needs.
• Analyze Salesforce case data to identify volume drivers, recurring issues, root causes, trends, and operational KPIs.
• Develop customer health scoring, adoption and utilization tracking, onboarding performance measures, and early-warning indicators for churn or declining engagement.
• Build Tableau dashboards and recurring executive reports explaining what changed, why, and what actions to take.
• Improve Salesforce case and account data structures, ticket taxonomy, and data quality with Sales Operations and Salesforce administrators.
• Apply LLMs and AI tools to classify, cluster, and summarize ticket text and customer feedback, automate reporting and pipelines, validate AI outputs, and lead cross-functional deep-dive analyses.

Requirements

• Hands-on Customer Success or Support Operations experience, including capacity/workforce planning and support ticket analysis.
• Advanced SQL skills in a cloud data warehouse such as Amazon Redshift, including complex joins, window functions, and deduplication logic.
• Strong Tableau or comparable BI dashboard experience with decision-oriented visualization.
• Deep Salesforce Service Cloud and Sales Cloud knowledge, including case and account data models, reports, dashboards, and data extraction; SOQL is a plus.
• Regular use of AI tools such as Claude, ChatGPT, or Copilot for analysis, coding, and unstructured-text processing, with familiarity with prompt design, semantic models, LLM classification, and output validation.
• Working Python proficiency, including pandas or similar, for data wrangling, automation, and analysis.
• Strong Excel, modeling, scenario-based capacity, and demand forecasting skills.
• Ability to communicate complex analysis clearly to operational teams and senior leadership; self-directed, detail-oriented, comfortable with ambiguity, and able to challenge unsupported conclusions.
• Bachelor’s degree in Business Analytics, Economics, Statistics, Engineering, Computer Science, or a related quantitative field, or equivalent practical experience; 3–5+ years of analytics experience, including at least 2 years supporting Customer Success, Support, or Customer Operations teams.
• Proven experience building capacity or headcount models and support ticket analytics used for staffing and operational decisions.
• Follow data-handling policies and safeguards for customer or patient-related information in support data.

Nice to have

• Experience in medical devices, healthcare technology, or B2B SaaS serving hospital or health system customers.
• Experience with customer success platforms such as Gainsight or ChurnZero and customer survey or NPS programs.
• Experience with text analytics or NLP techniques.

Culture & Benefits

• Hybrid work arrangement in Rohnert Park or San Francisco, California.
• AI-forward analytics environment focused on automated and AI-assisted Customer Success workflows.
• Cash bonus in addition to the stated salary range.
• Equal opportunity workplace committed to respect and non-discrimination.

Hiring process

• Applications are accepted for direct candidates; positions are not intended for or open to third-party recruiters or agencies.
• Verify that legitimate recruiter emails end with @hirify.global.com and that the position appears on hirify.global’s careers site before sharing personal information.