Retention & Revenue Analytics: Build and maintain the single source of truth for GRR, NRR, MRR churn, and expansion metrics
Align data definitions for key metrics across Finance, Sales, CX, and Analytics teams to ensure single sources of truth
Deliver daily, weekly, and monthly reporting rhythms aligned to CX and Finance needs
Partner with Data Analytics teams to align churn revenue processes across all product lines and close existing gaps
Customer Health & Risk Scoring: Design and maintain customer health scoring models that surface at-risk accounts early
Integrate health score signals into CX leadership reporting and renewal workflows
Build predictive churn models as data coverage matures
Dashboards & Business Intelligence: Own the CX analytics stack: build, maintain, and improve dashboards across Salesforce, Power BI, GuideCX, and Customer Success Platforms
Partner with RevOps to align CX reporting to the broader revenue intelligence infrastructure
Define data quality standards and drive remediation when source data is incomplete or inconsistent
Strategic Analytics: Support cross-functional strategic initiatives with data analysis, model inputs, and reporting deliverables
Provide analytical support for annual planning, headcount modeling, and capacity forecasting
Synthesize trends across CS, Implementation, and Support into executive-level insights

5+ years of experience in analytics, business intelligence, or revenue/CS operations at a B2B SaaS company
Deep proficiency in tools like Power BI, SQL, and Excel — you independently write complex queries and troubleshoot data discrepancies
Strong working knowledge of SaaS retention metrics: GRR, NRR, MRR, churn, expansion
Experience building or maintaining customer health scoring models
Proven ability to work with incomplete or fragmented data, and to build reliable reporting from it
Comfort operating in ambiguity: you can assess a problem, form a hypothesis, and make progress without waiting for perfect conditions
Strong communication skills — you can translate complex data findings for non-technical CX and executive audiences.
Strongly Preferred: Experience with ChurnZero, Gainsight, or comparable CSP
Experience working with multi-product or multi-brand SaaS environments and fragmented data sources
Background in predictive analytics, cohort analysis, or AI applications in a business context
Familiarity with modern data warehouse tools (Databricks, Snowflake, dbt)
Prior experience building an analytics function or establishing reporting standards from scratch

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Customer Data & Insights Analyst

Key skills