Senior CS Data Analyst

Shine exists to help freelancers and small business owners reclaim the joy of working for themselves.

Running a business shouldn't mean drowning in financial admin - it should be inspiring and rewarding. Our app brings banking, invoicing, accounting and admin together in one place, so entrepreneurs can focus on what matters most: growing their business and enjoying the freedom of working for themselves.

We're a multicultural team of over 400 people across France, Germany, Denmark and the Netherlands. By bringing together leading European fintechs like Shine, Kontist and Tellow, we've built a single, intuitive platform designed for simplicity, speed and accuracy - backed by local, award-winning support.

Your hiring experience matters

Just as we respect our customers' time, we respect yours. Your experience with Shine should feel simple, transparent and genuinely supportive.

If this sounds like somewhere you want to grow, we'd love to hear from you.

The Data team at Shine

Our Data team is organised into three complementary pillars: Data Engineering, Analytics Engineering, and Product/Revenue Analytics. This structure ensures you spend less time fixing broken pipelines and more time uncovering high-value insights.

The CS Analytics function sits at the intersection of customer intelligence and operational excellence, as part of the Revenue Analytics team. We are now looking for a Senior CS Data Analyst to serve as the strategic analytics partner for the entire Customer Success organisation, across all countries and products in Europe.

Your role as a Senior CS Data Analyst

What's in it for you?

• Real Operational Impact: Your work will directly shape how CS teams are staffed, managed, and measured, with visibility at the senior leadership level across the organisation.

• End-to-End Customer Intelligence: From LTV modelling to CRM deep-dives, you will own the analytical narrative on customer behaviour across the full lifecycle.

• Senior Stakeholder Influence: You will translate complex data into clear strategic recommendations for CS leadership and connect CS insights with Product and Marketing counterparts.

• A Mature Stack: Work with a best-in-class modern data stack including Snowflake, dbt, Python, and Omni, supported by a dedicated Analytics Engineering team.

• A hybrid work policy: Enjoy a balanced mix of remote work and office collaboration.

• Modern, centrally located offices: Work from modern office spaces in prime city locations.

• An international environment: Join a diverse team with colleagues from across the globe.

• Mobility across locations: Opportunity to work from our offices in Copenhagen, Paris, Amsterdam, or Berlin.

Your responsibilities will include:

• KPI Definition & Governance: Establish, define, and maintain the core KPI framework for the CS organisation, including CSAT, CES, LTV, and team utilisation metrics, ensuring consistency across markets and platforms.

• Workforce & Capacity Forecasting: Build and maintain forecasting models to support workforce management and operational planning for CS teams across Europe.

• CRM Analytics: Own and manage CRM platforms from an analytics perspective, conducting deep-dive analyses on customer behaviour, lifecycle patterns, and churn signals based on CRM inputs.

• Steering Dashboards: Design and deliver actionable dashboards for CS Management, enabling data-driven decisions on team performance and customer outcomes.

• Cross-functional Connectivity: Bridge CS insights with Product and Marketing analytics, ensuring a unified view of the customer across the organisation.

• Data Modeling & Collection: Build robust, scalable data models using SQL and dbt to support recurring and ad-hoc analytical needs.

• Project & Stakeholder Management: Lead analytical projects end-to-end, managing timelines, priorities, and senior stakeholder expectations across CS Operations and beyond.

Job located in Berlin, with possibility of two remote working days per week

About you

• Experience: 5+ years in Data Analytics, with a proven track record supporting operational or customer-facing organisations in a fast-paced environment.

• Technical Excellence: Expert-level SQL and solid experience with dbt (modelling, testing, and documentation).

• Domain Expertise: Prior experience in Customer Success, CRM analytics, or workforce planning is highly valued. Background in FinTech or SaaS is a plus.

• Analytical Breadth: Comfortable working across forecasting, LTV modelling, funnel analysis, and operational KPI frameworks.

• Communication: Ability to turn complex, ambiguous problems into clear, actionable recommendations for senior non-technical stakeholders.

• Language: Fluent in English; excited to work in a diverse, international setting.
  

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

Our recruitment process

1️⃣ Screening Call: Initial screening call with a TA-partner

2️⃣ Technical Call (60’): Discussion with Saghar (Analytics Manager) + a technical SQL assessment.

3️⃣ Case Study Presentation (60’): Evaluation of your methodology, problem-structuring, and impact mindset.

4️⃣ Logical & Personality Assessment (30–45’): Followed by meeting a few team members + Discussion with the VP of Data & Analytics regarding collaboration and strategic vision.