About the role
Lead business analysis for a digital self-serve SaaS business focused on small and medium-sized customers. Connect marketing, website, product, billing, and customer data to understand acquisition, purchasing, adoption, retention, and expansion.
This hands-on analytics role defines metrics, investigates performance, builds trusted reporting, and evaluates growth and retention initiatives. You will also provide account insights and measure sales-assisted handoffs, with digital self-serve analytics as the primary focus.
Acquisition and customer growth
- Build and maintain a scorecard covering qualified traffic, acquisition spend, signups, purchases, activation, new customers, and new annual recurring revenue (ARR).
- Analyze channels, campaigns, customer segments, and cohorts to assess conversion, acquisition costs, customer quality, and payback.
- Identify friction across website, pricing, signup, checkout, and early product experiences, and measure the impact of changes on conversion and retention.
- Track customer and ARR retention by cohort, product, contract term, customer health, and segment.
- Explain churn, contraction, reactivation, pricing, and expansion using a consistent ARR bridge.
- Combine product usage, support, billing, and engagement signals to identify at-risk customers and opportunities to improve adoption.
- Evaluate retention programs against appropriate comparison groups.
- Identify and size opportunities for seat growth, upgrades, cross-sell, and upsell, measuring conversion, expansion ARR, and subsequent customer health.
Reporting and decision support
- Use SQL and Databricks to develop reliable customer-level analyses.
- Partner with data teams on shared definitions, data quality, and reusable datasets.
- Build dashboards and forecasts covering the self-serve customer journey and explain performance changes to business stakeholders.
- Evaluate experiments, automated journeys, and agentic programs through reach, completion, escalation, conversion, retained ARR, and expansion ARR.
- Surface qualified digital intent signals for sales teams and measure sales-assisted handoff outcomes, particularly for upsell opportunities.
Experience you will need
- 4+ years of experience in business intelligence, growth analytics, product analytics, or a related analytical role.
- Strong SQL skills and experience analyzing customer-level data in a cloud data platform such as Databricks.
- Experience with digital funnels, product event data, cohorts, dashboards, and experiment measurement.
- Working knowledge of SaaS metrics, including ARR, gross revenue retention, net revenue retention, churn, expansion, customer acquisition cost, and lifetime value.
- Ability to explain analytical findings in clear business terms.
Experience that adds value
- Digital self-serve or SMB SaaS experience is strongly preferred.
- Experience with Pendo or a similar product analytics platform, Zuora, Salesforce, web analytics, and business intelligence tools.
- Churn or expansion propensity analysis, pricing measurement, or evaluation of automated customer journeys.