Senior Customer Analytics Director

Responsibilities

• Customer Revenue Metrics & Standards: In partnership with Finance (owners of official ARR and financial reporting), ensure all key customer performance metrics—including ARR movement, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), up-for-renewal rates, cohort views, and churn drivers—comply with Thoma…
• Translate overall company metrics into actionable operational views for Customer Success, evaluate renewal forecast accuracy, and build reporting on cross-sell and upsell pipelines owned by Sales and Renewals.
• Executive & Board Reporting
• Lead the 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 around quantifiable business outcomes, ensuring executive reporting directly aligns with…
• Renewal & Retention Variance Analysis
• Own the ongoing reporting, modeling, and variance analysis for renewal rates, comparing official forecasts against planned targets and actual results while providing detailed root-cause breakdowns of underlying drivers.
• Planning & Capacity Modeling
• Partner with Finance to construct the annual customer renewal and retention model, setting historical baselines, target assumptions, and segment-level forecasts.
• Build data-driven headcount, coverage-ratio, and capacity models linked directly to book-of-business segmentation.
• Customer Health & Early Warning Systems

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