Evaluate the impact of customer success programs on renewals, attrition, and AOV growth.
Conduct ROI analyses to identify which programs deliver meaningful business outcomes and recommend continuation, scaling, or discontinuation.
Develop dashboards, scorecards, and insights to maintain executive-level visibility on critical initiatives tied to renewal performance.
Partner with data science, analytics, and operations teams to support all aspects of the Loyalty Predictor initiative, including feature design, testing, deployment, and performance tracking.
Work with the Programs team to identify new opportunities for initiatives by analyzing customer risk signals, usage patterns, and revenue opportunities.
Act as a strategic partner to Customer Success, Programs, Finance, and Product teams to ensure alignment on program goals, KPIs, and success measures.
Translate complex data and analyses into clear, actionable recommendations for senior leadership, influencing program strategy and resource allocation.
Establish consistent methodologies and frameworks for measuring program success to ensure scalability and repeatability across cycles.

Requirements

5-7 years of experience in analytics, strategy, or business operations, preferably in SaaS or subscription-based businesses.
Strong background in renewals, attrition, or customer success analytics.
Proficiency in SQL and data visualization tools (Tableau or similar); Python/R a plus.
Tableau Certifications are a plus.
Experience with program measurement, ROI analysis, and forecasting models.
Demonstrated ability to collaborate cross-functionally and influence without direct authority.
Strong executive communication and data storytelling skills, with ability to simplify complex analyses.
Experience in predictive modeling, customer health metrics, or loyalty/retention programs strongly preferred.

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

analyticsbusiness operationsrenewals analyticsattrition analyticsROI analysisforecasting modelspredictive modelingcustomer health metricsdata visualizationSQL

Soft Skills

collaborationinfluence without authorityexecutive communicationdata storytellingsimplifying complex analyses

Certifications

Tableau Certifications