Identify and quantify key drivers of customer churn across segments
Build and maintain churn prediction models using behavioral, transactional, and engagement data
Conduct cohort and churned vs. retained analysis to uncover retention patterns and risk signals
Translate insights into clear, actionable recommendations for Customer Success, Product, and Sales teams
Design and operationalize a scalable customer health scoring framework
Define leading indicators of customer risk and expansion opportunity
Partner with Customer Experience and Success and Operations teams to embed health scores into daily workflows
Integrate and model data across core systems: Salesforce, Genesys, Pendo, Qualtrics and Power BI
Build scalable data models to support self-service analytics and reporting
Develop executive-level dashboards that track churn, retention, LTV, and customer health

8+ years in data analytics, business intelligence, or data science roles (preferably in SaaS)
Advanced SQL skills (non-negotiable; ability to work with large, complex datasets)
Hands-on experience building predictive models (churn, propensity, or customer scoring)
Strong experience with BI tools, especially Power BI
Experience integrating and analyzing data from systems like Salesforce, Genesys, and Pendo
Deep understanding of SaaS metrics (churn, customer count retention, GRR, NRR, LTV)
Strong analytical thinking and ability to connect data to business outcomes.

Competitive compensation and performance incentives.
Comprehensive benefits package.
Collaborative, mission-driven culture with high visibility and impact.
Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

Manager, Customer Analytics

Key skills