Sales Operations Retention Analyst

About the Role

We are looking for a data-obsessed, hypothesis-driven Business Analyst to own the strategy, reporting, and insights behind our customer retention. Reporting directly to the VP of RevOps, you won't just compile reports—you will double-click into the numbers, chase hypotheses, uncover root causes, and partner with leadership to proactively combat churn.

At a $100M ARR scale, accurate churn data and predictive metrics are mission-critical. You will serve as the strategic retention partner to Revenue and Customer Success leadership, turning raw metrics into actionable retention strategies.

What You’ll Do

• Root-Cause Churn Analysis: Deep-dive into churn reason codes, product usage metrics, and customer feedback to isolate primary drivers of customer loss.
• Data Hygiene & Process Architecture: Build and standardize processes across Customer Success and Sales to ensure accurate, granular churn and contraction data capture.
• Leading Indicator Modeling: Partner with the core Business Analytics team to identify early warning signs of churn risk and design proactive mitigation frameworks.
• Forecasting & Growth Modeling: Develop forecasting models for subscriber growth, revenue projections, and market penetration, incorporating external factors like competitive landscapes and economic indicators.
• Dashboard & Visualization Management: Create and maintain intuitive reporting dashboards and visualizations to track key performance indicators (KPIs) for customer retention, renewal outcomes, and renewal trends.
• Renewals & Retention Forecast Leadership: Drive the cadence for leadership renewal forecasting meetings, ensuring alignment on retention outlook and actionable risk plans for high-value red accounts.
• Strategic Partnering: Translate complex data into clear strategic stories for Revenue and CS executives to directly influence executive decision-making.
• Apply AI to Unstructured Data Synthesis: Apply Generative AI workflows to process qualitative churn reasons, exit survey notes, and support interactions to identify underlying qualitative drivers at scale.

Requirements

Qualifications

• Experience: 3–5+ years as a Revenue Operations Analyst, Business Analyst, or Customer Success Operations within a SaaS business.
• Domain Mastery: Proven track record owning SaaS retention metrics (Gross/Net Retention, Churn, dollar and count)
• Investigative Mindset: Strong natural curiosity to go beyond standard dashboards, form testable hypotheses, and investigate the "why" behind the numbers.
• Innovative Approach: Demonstrated curiosity in applying modern AI tools to automate reporting, accelerate hypothesis testing, and predict customer behavior.
• Technical Skills: Google Sheets/Excel, and experience building visualizations with BI platforms (e.g., Tableau, Looker, Power BI) and CRM tools (e.g., Salesforce, Gainsight). Alongside experience using AI-assisted analytics workflows or AI co-pilots for rapid data exploration.
• Cross-Functional Influence: Exceptional communication skills with a demonstrated ability to run executive forecast meetings and drive cross-departmental accountability.

Benefits

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.