Senior Analyst, AffiniPay

• Strong preference will be given to individuals experienced with both Fintech and SaaS and/or experience with monthly subscriptions
• A passion for customer analytics with a strong background in uncovering insights that drive retention, growth, and customer satisfaction
• Proven ability to influence Customer Success strategy through compelling data stories and visualizations
• Strong understanding of SaaS business models, customer lifecycle metrics, and key retention/expansion drivers
• Exceptional communication skills—able to present findings and recommendations to both technical and executive audiences
• Strong attention to detail, independent problem-solving ability, and a relentless drive to identify root causes and deliver actionable solutions
• A collaborative mindset and genuine customer empathy to uncover opportunities that improve the customer experience
• An ability to be comfortable working with ambiguity and the ability to interpret incomplete data to find meaningful patterns
• You are a self-starter with a strong desire to learn and understand intricate details, and a diligent individual committed to completing tasks effectively
• 5+ years of experience in customer or business analytics at a SaaS technology company, preferably supporting Customer Success or post-sales teams
• Proficiency in SQL and experience with BI tools (e.g., Tableau, Looker, or equivalent) and customer analytics platforms
• Demonstrated ability to create impactful dashboards and reports with strong visualizations and storytelling
• Fluency in defining customer health KPIs, understanding metrics such as NPS, GRR, NRR, and SFS growth, and applying statistical and predictive modeling concepts
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

Desirable

• We’re seeking a talented Senior Customer Insights Analyst to join our dynamic Business Intelligence & Analytics team, with a dedicated focus on supporting our post-sales customer teams—Customer Delivery and Customer Success
• We’re looking for someone who thrives on transforming complex customer data into actionable insights and strategies that drive measurable impact on retention and expansion metrics such as Net Promoter Score (NPS), Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and SFS growth
• This individual will be the go-to analytics partner for our customer teams, enabling them to identify friction points in the onboarding journey, reveal key drivers of customer satisfaction and churn, and influence strategic investment decisions
• You will shape how we understand the voice of the customer—using data, surveys, and product telemetry to drive engagement model design, automation opportunities, and future investment decisions
• Conduct in-depth survey analysis to uncover the factors that distinguish promoters from detractors and reveal friction points in the onboarding process that impact churn
• Analyze customer support trends and SLA performance to identify opportunities for service improvement and risk mitigation
• Build and maintain high-impact dashboards and reports to track GRR, NRR, and SFS growth, providing leadership with a clear view of customer health and retention trends
• Identify and communicate insights that inform customer success strategies, future investment decisions, and engagement model design
• Partner with Customer Delivery, Customer Success, and leadership to translate data into clear, actionable recommendations that drive customer satisfaction and business outcomes
• Provide a high-level view of ARR, account counts, GRR/NRR trends, health distribution, and SFS adoption by segment
• Build Customer Health & Risk Management Dashboards that help to highlight health score drivers and identify at risk accounts
• Track ARR at risk vs. saved, intervention counts, time-to-resolution, and win rates to measure save-motion effectiveness
• Access and analyze product telemetry data to map adoption curves, identify product usage patterns tied to expansion or churn risk, and set alert thresholds for declining or plateauing usage
• Partner with Data Engineering and Business Operations to ensure comprehensive and high-quality customer data, enabling accurate analysis across the customer journey
• Write and optimize complex SQL queries to build performant dashboards and reports
• Oversee data hygiene and connectivity between customer data sources, telemetry, and BI tools
• Perform regular data audits to ensure accuracy and integrity, implementing processes to diagnose and resolve data quality issues