Senior Customer Analytics Director at Pingidentity · LumiJobs

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 Bravo standards and industry best practices. 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 underlying operational reality.
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: Design, refine, and maintain the organization’s customer health scoring model, risk telemetry, and predictive churn analyses to proactively flag accounts at risk.
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 teams to ensure data models align strictly with Finance’s standardized definitions, while independently executing custom quantitative analyses for the CCO.
Cross-Functional Strategy Alignment: Collaborate with Revenue Operations and CRO leadership to align on unified data models for improving Net Retention Rate (NRR). Work alongside Product Strategy to deliver granular churn and revenue forecasting sliced by product line and usage behaviors.
What You'll Bring
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 in querying, modeling, and visualizing complex enterprise datasets using SQL, Excel, and BI tools (e.g., Tableau, Power BI) alongside CRM platforms like Salesforce.
Proven experience translating business requirements into technical data specs and building executive-ready dashboards.

Senior Customer Analytics Director

Responsibilities

Benefits

Company

Pingidentity

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