Retention Analyst

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

📋 Description

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

• Create and maintain models of subscriber behavior and segmentation frameworks to detect retention risk signals prior to cancellations.

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

• Develop 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 the ROI of active retention initiatives.

• Generate subscriber cohort reports based on acquisition channel, product type, subscription length, and offer type.

• 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 ensure seamless data flow from Zendesk, Shopify, and Recharge into the analytics infrastructure.

• Work alongside Analytics, Marketing, and Finance teams to ensure retention data is accurately integrated into wider business reporting.

• Maintain data documentation and uphold consistency and accuracy across all retention reporting.

• Perform additional responsibilities 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, including Excel/Google Sheets; SQL experience is preferred.

• Proven experience in building dashboards and reports using BI tools such as 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 to discern patterns, trends, and actionable insights from intricate datasets.

• Excellent written and verbal communication skills, with the ability to convey findings and recommendations to non-technical stakeholders.

• High attention to detail and a steadfast commitment to data accuracy and consistency across all reports.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid time off and recognized company holidays.

• Remote-first work environment with flexible scheduling options.