Retention Analyst

Role & Responsibilities

• Own churn data analysis — tracking cancellation rates, churn drivers, and at-risk subscriber patterns across cohorts
• Build and maintain subscriber behavior models and segmentation frameworks to identify retention risk signals before they become cancellations
• Tag, categorize, and trend cancellation reasons — surfacing actionable pattern insights for the Retention Manager's program design decisions
• Develop and own the retention metrics dashboard — providing the Retention Manager and VP with weekly and monthly KPI visibility
• Conduct LTV analysis and revenue impact modeling to quantify the cost of churn and the ROI of active retention programs
• Build subscriber cohort reports across acquisition channel, product type, subscription length, and offer type
• Support the Retention Manager with A/B test design and result analysis for save flows, win-back campaigns, and lifecycle interventions
• Partner with Pillar 3 (CX Systems & Experience Tech) to ensure subscriber data flows accurately from Zendesk, Shopify, and Recharge into the analytics infrastructure
• Partner with Analytics, Marketing, and Finance to ensure retention data is accurately reflected in broader business reporting
• Maintain data documentation and ensure consistency and accuracy across all retention reporting
• Additional duties as assigned by management

What We’re Looking For

• Required
  • 2+ years of experience in data analysis, business intelligence, or retention analytics
  • Proficiency in data analysis tools — Excel/Google Sheets at advanced level; SQL preferred
  • Experience building dashboards and reports in BI tools (Sigma, Looker, Tableau, Google Data Studio, or similar)
  • Experience working with subscription, e-commerce, or DTC data — cohort analysis, retention curves, LTV modeling
  • Strong analytical skills with the ability to identify patterns, trends, and actionable insights from complex datasets
  • Clear written and verbal communication skills — able to present findings and recommendations to non-technical stakeholders
  • High attention to detail and a commitment to data accuracy and consistency across all reporting
• Preferred
  • Experience with Shopify, Recharge, Klaviyo, or subscription analytics platforms
  • Background in health, wellness, food/beverage, or consumer subscription brands
  • Familiarity with Python or R for data manipulation and statistical analysis
  • Experience supporting A/B test analysis and evaluating statistical significance
  • Exposure to customer segmentation, churn prediction modeling, or machine learning applications in retention

What We Offer

• Competitive base salary commensurate with experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Remote-first work environment with flexible scheduling