Retention Analyst

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

📋 Description

• Take ownership of churn data analysis by monitoring cancellation rates, identifying churn drivers, and recognizing at-risk subscriber patterns across different cohorts.

• Develop and sustain subscriber behavior models and segmentation frameworks to pinpoint retention risk signals before they escalate to cancellations.

• Classify, categorize, and analyze cancellation reasons to provide actionable insights that inform the Retention Manager's program design decisions.

• Create and manage the retention metrics dashboard, delivering weekly and monthly KPI visibility to the Retention Manager and VP.

• Perform LTV analysis and revenue impact modeling to assess the cost of churn and evaluate the ROI of active retention initiatives.

• Generate subscriber cohort reports based on acquisition channels, product types, subscription lengths, and offer types.

• Assist the Retention Manager in designing A/B tests and analyzing results for save flows, win-back campaigns, and lifecycle interventions.

• Collaborate with Pillar 3 (CX Systems & Experience Tech) to guarantee accurate data flow from Zendesk, Shopify, and Recharge into the analytics infrastructure.

• Work alongside Analytics, Marketing, and Finance teams to ensure retention data is accurately represented in broader business reports.

• Maintain thorough data documentation to ensure consistency and precision across all retention reporting.

• Perform additional duties as assigned by management.

⛳️ Requirements

• A minimum of 2 years of experience in data analysis, business intelligence, or retention analytics.

• Advanced proficiency in data analysis tools such as Excel/Google Sheets; SQL is preferred.

• Experience in building dashboards and reports using BI tools like Sigma, Looker, Tableau, Google Data Studio, or similar.

• Familiarity with subscription, e-commerce, or DTC data, including cohort analysis, retention curves, and LTV modeling.

• Strong analytical capabilities with the skill to identify patterns, trends, and actionable insights from intricate datasets.

• Excellent written and verbal communication abilities to present findings and recommendations to non-technical stakeholders.

• High attention to detail and a strong commitment to data accuracy and consistency across all reporting.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401(k) with company match.

• Paid time off and company holidays.

• Remote-first work environment with flexible scheduling.