Senior Customer Analytics Director

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

📋 Description

• Ensure that customer performance metrics, such as ARR movement, GRR, NRR, renewal rates, cohort views, and churn drivers, meet established standards and best practices.

• Convert company metrics into operational insights for Customer Success and provide reports on cross-sell and upsell opportunities.

• Lead the preparation of data and analytical narratives for presentations to the CCO, board packs, Thoma Bravo operating reviews, and Quarterly Business Reviews (QBRs).

• Analyze, report, and model variances in renewal rates, forecasts, targets, and underlying causes.

• Collaborate with Finance on models for annual renewal and retention, historical baselines, forecasts, headcount, coverage ratios, and capacity metrics.

• Design and manage customer health scoring, risk telemetry, and predictive analyses for churn.

• Define reporting needs across Salesforce, the enterprise data warehouse, and business intelligence platforms.

• Work alongside Systems & Operations and Data & Analytics to ensure data models align with Finance definitions.

• Conduct customized quantitative analyses for the CCO.

• Partner with Revenue Operations, CRO leadership, and Product Strategy on cohesive data models, churn analysis, and revenue forecasting.

⛳️ Requirements

• Over 10 years of experience in customer analytics, revenue analytics, FP&A, strategic finance, or Customer Success/Revenue Operations within a B2B SaaS setting.

• Extensive knowledge of SaaS recurring revenue models and financial mechanics, including ARR, GRR, NRR, cohort analysis, contraction, and churn dynamics.

• Advanced skills in querying, modeling, and visualizing complex enterprise datasets using SQL, Excel, and BI tools (e.g., Tableau, Power BI), along with CRM platforms like Salesforce.

• Demonstrated experience in translating business requirements into technical data specifications and creating executive-ready dashboards.

• Exceptional capability to synthesize intricate quantitative data into clear, convincing executive visual narratives and strategic recommendations.

• Strong cross-functional influencer and communicator who can drive alignment among Finance, Sales, RevOps, and Product leadership.

• Previous experience working in a Private Equity-backed enterprise (such as Thoma Bravo or a similar portfolio environment) and supporting board-level reporting is highly desirable.

• Proven history as a high-output individual contributor who can independently manage complex data projects from inception to execution.

🏝️ Benefits

• Flexible, collaborative work environment.

• Employee Resource Groups.

• Regular company and team bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous PTO & Holiday Schedule.

• Parental Leave.

• Progressive Healthcare Options.

• Retirement Programs.

• Opportunity for Education Reimbursement.

• Commuter Offset (Specific locations).