Business Analyst

Remote/United Statesfull timeRemote

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mid

$90k–$100k

H1B: no

Intellistack Business Analyst at Intellistack to lead analysis for Formstack’s digital self-serve SaaS business focusing on SMB customers. Define metrics, build reporting, and evaluate growth and retention programs.

Responsibilities

Understand acquisition and conversion
Build and maintain a scorecard covering qualified traffic, acquisition spend, signup, purchase, activation, new customers, and new ARR.
Analyze performance by channel, campaign, customer segment, and cohort, including conversion, acquisition cost, customer quality, and payback.
Identify friction in the website, pricing, signup, checkout, and early product experience. Evaluate whether changes improve conversion and downstream retention.
Improve Retention and Expansion
Track customer and ARR retention by cohort, product, contract term, health, and segment. Explain churn, contraction, reactivation, pricing, and expansion through a consistent ARR bridge.
Combine product use, support, billing, and engagement signals to identify customers at risk and opportunities to improve adoption. Measure the results of retention programs against appropriate comparison groups.
Identify, size opportunities and segments for seat growth, upgrades, cross-sell and upsell. Measure conversion, expansion ARR, and subsequent customer health.
Turn data into decisions
Use SQL and Databricks to develop reliable customer-level analyses, partnering with data teams on definitions, data quality, and reusable datasets.
Build dashboards and forecasts that show performance across the self-serve customer journey and explain changes to business stakeholders.
Evaluate experiments, automated journeys, and agentic programs using measures such as reach, completion, escalation, conversion, retained ARR, and expansion ARR.

Qualification

Required

We are seeking a Business Analyst to lead analysis for Formstack’s digital self-serve SaaS business, with a focus on SMB customers. You will connect marketing, website, product, billing, and customer data to understand how customers discover Formstack, purchase, adopt the product, stay, and grow. Your work will help teams prioritize changes that improve customer outcomes and ARR.
This is a hands-on business analytics and decision-support role. You will define useful metrics, investigate performance, build trusted reporting, and evaluate the impact of growth and retention programs. You will also provide account insights and measure handoffs that support the broader Formstack sales motion. The core responsibility remains digital self-serve analytics; this role does not own campaign execution or revenue operations.