Manager, Customer Analytics

What You’ll Do

We are seeking a Manager of Data Analytics to enhance our customer insights function within a fast-growing SaaS payroll company. This role will be responsible for transforming data into actionable insights to drive improvement opportunities, improve customer retention, and drive upsell revenue.

What Success Looks Like (First 6–12 Months)

• A clear, trusted definition of churn and retention across the business
• Improved early risk detection that leads to a reduction in churn
• A production-ready churn prediction model with measurable lift
• A standardized customer health score adopted by Customer Success Executive dashboards that drive decisions, not just reporting
• Key metrics and insights aligned with cross-functional teams

Key Responsibilities

• Customer Churn & Retention Analytics:
• Identify and quantify key drivers of customer churn across segments
• Build and maintain churn prediction models using behavioral, transactional, and engagement data
• Cohort and churned vs. retained analysis to uncover retention patterns and risk signals
• Translate insights into clear, actionable recommendations for Customer Success, Product, and Sales teams
• Data Integration & Modeling:
• Integrate and model data across core systems: Salesforce, Genesys, Pendo, Qualtrics and Power BI
• Build scalable data models to support self-service analytics and reporting
• Ensure data accuracy, consistency, and governance across systems
• Reporting & Visualization:
• Develop executive-level dashboards that track churn, retention, LTV, and customer health
• Move beyond descriptive reporting to diagnostic and predictive insights
• Standardize KPI definitions across the organization
• Cross-Functional Leadership:
• Partner with Operations, Customer Experience/Success, Product, Sales, and Finance to align on metrics and insights
• Influence strategy through data storytelling and business cases
• Act as a translator between technical teams and business stakeholders

What Are We Looking for in this Role?

• 8+ years in data analytics, business intelligence, or data science roles (preferably in SaaS)
• Advanced SQL skills (non-negotiable; ability to work with large, complex datasets)
• Hands-on experience building predictive models (churn, propensity, or customer scoring)
• Strong experience with BI tools, especially Power BI
• Experience integrating and analyzing data from systems like Salesforce, Genesys, and Pendo
• Deep understanding of SaaS metrics (churn, customer count retention, GRR, NRR, LTV)
• Strong analytical thinking and ability to connect data to business outcomes

Desired Skills and Capabilities

• Experience in payroll, HR tech, or SMB-focused SaaS businesses
• Experience building customer health scoring frameworks from scratch
• Background working closely with Customer Success or CX organizations
• Familiarity with Python or R for statistical modeling and machine learning
• Experience with experimentation (A/B testing) and causal inference

What We Offer

• Competitive compensation and performance incentives
• Comprehensive benefits package
• Collaborative, mission-driven culture with high visibility and impact

Pay Details

The base compensation range for this position is $1 - $2. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity.

Why Join Us

• Building a community where people can grow, thrive, and make an impact
• Comprehensive benefits package including physical, mental, financial, and family care
• Partnerships with hospitals and charitable organizations

Employee Benefits

• Physical Wellness: Comprehensive medical, dental, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs
• Family Care: Paid maternity and paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage