Senior Customer Analytics Director

Overview

This role is responsible for driving customer analytics, performance metrics, and data-driven insights across the Customer organization. Working closely with the Chief Customer Officer (CCO) and key cross-functional partners, you will connect financial and operational data to improve customer retention, optimize revenue performance, and support organizational accountability.

The ideal candidate brings strong SaaS financial acumen, advanced data architecture and reporting skills, and the ability to translate recurring revenue data into actionable recommendations for executive leadership.

Responsibilities

• Customer Revenue Metrics & Standards:
  • Partner with Finance (owners of official ARR and financial reporting) to ensure customer performance metrics—including ARR movement, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), up-for-renewal rates, cohort views, and churn drivers—follow Thoma Bravo standards and industry best practices.
  • Translate company metrics into operational views for Customer Success.
  • Evaluate renewal forecast accuracy.
  • Build reporting on cross-sell and upsell pipelines owned by Sales and Renewals.
• Executive & Board Reporting:
  • Lead end-to-end data preparation and analytical narrative for CCO presentations, board packs, Thoma Bravo operating reviews, and Quarterly Business Reviews (QBRs).
  • Frame business performance, revenue risks, and investment asks using quantifiable outcomes aligned to operational reality.
• Renewal & Retention Variance Analysis:
  • Own ongoing reporting, modeling, and variance analysis for renewal rates.
  • Compare official forecasts against planned targets and actual results, including root-cause breakdowns of underlying drivers.
• Planning & Capacity Modeling:
  • Partner with Finance to build the annual customer renewal and retention model.
  • Set historical baselines, target assumptions, and segment-level forecasts.
  • Develop headcount, coverage-ratio, and capacity models tied to book-of-business segmentation.
• Customer Health & Early Warning Systems:
  • Design, refine, and maintain customer health scoring, risk telemetry, and predictive churn analyses to proactively flag at-risk accounts.
• Analytics Requirements & Data Governance:
  • Define customer organization reporting requirements across Salesforce, the enterprise data warehouse, and BI platforms.
  • Partner with Systems & Operations and Data & Analytics to ensure data models align strictly with Finance’s standardized definitions.
  • Execute custom quantitative analyses independently for the CCO.
• Cross-Functional Strategy Alignment:
  • Collaborate with Revenue Operations and CRO leadership to align on unified data models to improve Net Revenue Retention Rate (NRR).
  • Work with Product Strategy to deliver churn and revenue forecasting sliced by product line and usage behaviors.

Requirements

• 10+ years of experience in customer analytics, revenue analytics, FP&A, strategic finance, or Customer Success/Revenue Operations within a B2B SaaS environment.
• Deep knowledge of SaaS recurring revenue models and financial mechanics, including ARR, GRR, NRR, cohort analysis, contraction, and churn dynamics.
• Advanced proficiency querying, modeling, and visualizing complex enterprise datasets using SQL, Excel, and BI tools (e.g., Tableau, Power BI), alongside Salesforce.
• Proven experience translating business requirements into technical data specs and building executive-ready dashboards.
• Exceptional ability to synthesize complex quantitative data into clear, persuasive executive visual narratives and strategic recommendations.
• Strong cross-functional influence and communication skills across Finance, Sales, RevOps, and Product leadership.
• Proven track record as a high-output individual contributor who can manage complex data projects independently from concept to execution.

Preferred Qualifications

• Prior experience operating within a Private Equity-backed enterprise (Thoma Bravo or similar portfolio environment) and supporting board-level reporting.

Compensation & Benefits

Salary Range: $160,895 - $214,527

Colorado Equal Pay for Equal Work Act (SB 19-085) notice: the approximate compensation range for this role in Colorado is listed above. Final compensation will be determined by factors such as knowledge, skills, and abilities.

Benefits include:

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (specific locations)

Location

Denver, Colorado (headquartered location). The organization has offices and employees around the globe.

Equal Opportunity

Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.