Sales Operations Retention Analyst

About the Role

We are looking for a data-obsessed, hypothesis-driven Business Analyst to own the strategy, reporting, and insights behind our customer retention. Reporting directly to the VP of RevOps, you won't just compile reports—you will double-click into the numbers, chase hypotheses, uncover root causes, and partner with leadership to proactively combat churn.

At a $100M ARR scale, accurate churn data and predictive metrics are mission-critical. You will serve as the strategic retention partner to Revenue and Customer Success leadership, turning raw metrics into actionable retention strategies.

What You’ll Do

• Root-Cause Churn Analysis: Deep-dive into churn reason codes, product usage metrics, and customer feedback to isolate primary drivers of customer loss.
• Data Hygiene & Process Architecture: Build and standardize processes across Customer Success and Sales to ensure accurate, granular churn and contraction data capture.
• Leading Indicator Modeling: Partner with the core Business Analytics team to identify early warning signs of churn risk and design proactive mitigation frameworks.
• Forecasting & Growth Modeling: Develop forecasting models for subscriber growth, revenue projections, and market penetration, incorporating external factors like competitive landscapes and economic indicators.
• Dashboard & Visualization Management: Create and maintain intuitive reporting dashboards and visualizations to track key performance indicators (KPIs) for customer retention, renewal outcomes, and renewal trends.
• Renewals & Retention Forecast Leadership: Drive the cadence for leadership renewal forecasting meetings, ensuring alignment on retention outlook and actionable risk plans for high-value red accounts.
• Strategic Partnering: Translate complex data into clear strategic stories for Revenue and CS executives to directly influence executive decision-making.
• Apply AI to Unstructured Data Synthesis: Apply Generative AI workflows to process qualitative churn reasons, exit survey notes, and support interactions to identify underlying qualitative drivers at scale.

Requirements

Qualifications

• Experience: 3–5+ years as a Revenue Operations Analyst, Business Analyst, or Customer Success Operations within a SaaS business.
• Domain Mastery: Proven track record owning SaaS retention metrics (Gross/Net Retention, Churn, dollar and count)
• Investigative Mindset: Strong natural curiosity to go beyond standard dashboards, form testable hypotheses, and investigate the "why" behind the numbers.
• Innovative Approach: Demonstrated curiosity in applying modern AI tools to automate reporting, accelerate hypothesis testing, and predict customer behavior.
• Technical Skills: Google Sheets/Excel, and experience building visualizations with BI platforms (e.g., Tableau, Looker, Power BI) and CRM tools (e.g., Salesforce, Gainsight). Alongside experience using AI-assisted analytics workflows or AI co-pilots for rapid data exploration.
• Cross-Functional Influence: Exceptional communication skills with a demonstrated ability to run executive forecast meetings and drive cross-departmental accountability.

Benefits

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com