Business Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and maintain a scorecard that encompasses qualified traffic, acquisition expenditure, signups, purchases, activations, new customers, and new Annual Recurring Revenue (ARR).

• Assess performance across various channels, campaigns, customer segments, and cohorts, focusing on metrics such as conversion rates, acquisition costs, customer quality, and payback periods.

• Identify areas of friction on the website, including pricing, signup processes, checkout, and initial product experiences.

• Determine if modifications lead to enhancements in conversion rates and downstream retention.

• Monitor customer retention and ARR by cohort, product type, contract duration, health status, and segment.

• Articulate churn, contraction, reactivation, pricing strategies, and expansion through a consistent ARR analysis.

• Integrate product usage, support interactions, billing information, and engagement metrics to pinpoint at-risk customers and potential adoption opportunities.

• Evaluate retention initiatives against suitable comparison groups.

• Identify and quantify opportunities for seat growth, upgrades, cross-selling, and upselling.

• Assess conversion rates, expansion ARR, and the overall health of customers.

• Utilize SQL and Databricks to create dependable customer-level analyses.

• Collaborate with data teams on definitions, data integrity, and the creation of reusable datasets.

• Design dashboards and forecasts that illustrate performance throughout the self-service customer journey.

• Communicate changes effectively to business stakeholders.

• Review experiments, automated customer journeys, and agentic programs.

• Highlight qualified digital intent signals for sales teams and evaluate outcomes of sales-assisted handoffs, particularly for upselling efforts.

⛳️ Requirements

• A minimum of 4 years of experience in business intelligence, growth analytics, product analytics, or a similar analytical position.

• Strong preference for candidates with experience in digital self-service or SMB SaaS environments.

• Proficient in SQL.

• Experience analyzing customer-level data within a cloud data platform such as Databricks.

• Familiarity with digital funnels, product event data, cohorts, dashboards, and experiment evaluation.

• Working knowledge of SaaS metrics including ARR, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn rates, expansion, customer acquisition costs, and lifetime value.

• Ability to present findings in clear and understandable business terms.

• Preferred: Experience with Pendo or similar product analytics platforms; familiarity with Zuora, Salesforce, web analytics, and a Business Intelligence tool.

• Preferred: Experience in churn or expansion propensity analysis, pricing evaluation, or assessment of automated customer journeys.

🏝️ Benefits

• 5% variable bonus based on both company and individual performance.

• Equal opportunity employer dedicated to equitable hiring practices and diversity.