Lead Data Analyst, Operations, Quality
hims & hers
BigQuerySQL
Senior Data Analyst, Churn, Customer Success
SimplePractice
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $170,000 per year
Job Level
Senior
Tech Stack
AWSCloudPythonSQLTableau
About the role
- Lead advanced churn analysis and customer success analytics, taking ownership of complex analytical projects that directly impact customer retention and business growth.
- Conduct comprehensive post-churn analysis to identify patterns, trends, and root causes of customer attrition across different segments and cohorts.
- Perform deep-dive investigations into churn drivers using advanced statistical methods, machine learning techniques, and AI-powered analytical approaches including agentic models.
- Design and execute sophisticated analyses to uncover hidden insights about customer behavior, product usage patterns, and engagement metrics that influence retention.
- Collaborate with Data Science, Marketing, and Product teams to translate analytical findings into actionable strategies and product improvements.
- Develop and maintain automated reporting systems and predictive frameworks that provide ongoing visibility into customer health and churn risk factors.
- Lead methodology development for churn analysis standardization and mentor junior team members on advanced analytical techniques.
- Present complex findings to senior leadership and cross-functional stakeholders, making clear recommendations for strategic decision-making.
- Drive strategic initiatives to optimize customer success and reduce churn
- Partner with Customer Success teams to identify intervention opportunities and measure the effectiveness of retention strategies.
- Leverage AI and agentic modeling approaches to uncover non-obvious patterns in customer behavior and predict optimal intervention timing.
- Analyze the relationship between customer success metrics, product feature adoption, and long-term retention outcomes.
- Support win-back campaign development through detailed analysis of churned customer segments and their re-engagement potential.
- Contribute to product roadmap discussions by identifying feature gaps and enhancement opportunities that could improve retention.
Requirements
- 8+ years of experience in data analysis with demonstrated expertise in customer analytics, churn analysis, or retention modeling in a SaaS or subscription-based business environment.
- Advanced proficiency in SQL, Python, and/or R with experience building complex analytical models, machine learning algorithms, and statistical analyses.
- Hands-on experience with AI and agentic modeling approaches for customer behavior analysis, including familiarity with modern ML frameworks and automated analytical systems.
- Expertise with advanced analytics tools and platforms such as Snowflake, Looker, Tableau, or Sisense, and experience with cloud-based infrastructure platforms like AWS.
- Proven ability to lead complex analytical projects from conception through implementation, including methodology development, stakeholder management, and results communication.
- Strong experience working with customer lifecycle data, subscription metrics, cohort analysis, and retention modeling.
- Demonstrated ability to work effectively across multiple teams and communicate complex analytical concepts to both technical and non-technical stakeholders.
- Preferred
- Master's degree in a quantitative field such as Data Science, Statistics, Mathematics, Computer Science, or Economics.
- Experience with specialized customer analytics tools, marketing automation platforms, and customer data platforms (CDPs).
- Background in developing and implementing retention strategies based on analytical insights.
- Experience with experimental design, A/B testing, and causal inference methods.
- Familiarity with modern data science workflows including Jupyter Notebook, MLOps practices, and version control systems.
Benefits
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match
- Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer analyticschurn analysisretention modelingSQLPythonRmachine learningstatistical analysisA/B testing
Soft skills
leadershipstakeholder managementcommunicationmentoringcollaborationstrategic thinkingproblem-solvinganalytical thinkingpresentation skillscross-functional teamwork
Certifications
Master's degree in Data ScienceMaster's degree in StatisticsMaster's degree in MathematicsMaster's degree in Computer ScienceMaster's degree in Economics
