Sales Operations Retention Analyst
At a glance
Mid-level Revenue & Sales Operations role at Recurly. Medellín · full-time.
Pay not stated Revenue & Sales Operations salary
growthroles summary, based on the employer's posting.
What you'll do
- Trace customer losses through churn codes, product activity and customer feedback to find the main causes
- Set up consistent capture of churn and contraction details across Customer Success and Sales
- Work with Business Analytics to spot early churn signals and build ways to reduce risk
- Build subscriber, revenue and market-penetration forecasts, using competitive and economic inputs
- Run renewal outlook meetings, maintain retention dashboards and turn findings into guidance for Revenue and Customer Success leaders
What you bring
- At least three years in Revenue Operations, business analysis or Customer Success Operations at a SaaS business
- You have owned SaaS retention measures, including gross and net retention, churn dollars and churn counts
- You can build reports with Google Sheets or Excel, BI visualization platforms and CRM tools
- You have explored AI-assisted analysis and can communicate findings while leading executive forecast discussions
Who this fits
This role suits a curious analyst who wants to investigate retention patterns and influence leadership decisions with data. It is a full-time, on-site role in Medellín, Colombia.
From the employer
About the Role
We are looking for a data-obsessed, hypothesis-driven Business Analyst to own the strategy, reporting, and insights behind our customer retention. Reporting directly to the VP of RevOps, you won't just compile reports—you will double-click into the numbers, chase hypotheses, uncover root causes, and partner with leadership to proactively combat churn.
At a $100M ARR scale, accurate churn data and predictive metrics are mission-critical. You will serve as the strategic retention partner to Revenue and Customer Success leadership, turning raw metrics into actionable retention strategies.
What You’ll Do
- Root-Cause Churn Analysis: Deep-dive into churn reason codes, product usage metrics, and customer feedback to isolate primary drivers of customer loss.
- Data Hygiene & Process Architecture: Build and standardize processes across Customer Success and Sales to ensure accurate, granular churn and contraction data capture.
- Leading Indicator Modeling: Partner with the core Business Analytics team to identify early warning signs of churn risk and design proactive mitigation frameworks.
- Forecasting & Growth Modeling: Develop forecasting models for subscriber growth, revenue projections, and market penetration, incorporating external factors like competitive landscapes and economic indicators.
- Dashboard & Visualization Management: Create and maintain intuitive reporting dashboards and visualizations to track key performance indicators (KPIs) for customer retention, renewal outcomes, and renewal trends.
- Renewals & Retention Forecast Leadership: Drive the cadence for leadership renewal forecasting meetings, ensuring alignment on retention outlook and actionable risk plans for high-value red accounts.
- Strategic Partnering: Translate complex data into clear strategic stories for Revenue and CS executives to directly influence executive decision-making.
- Apply AI to Unstructured Data Synthesis: Apply Generative AI workflows to process qualitative churn reasons, exit survey notes, and support interactions to identify underlying qualitative drivers at scale.
Requirements
Qualifications
- Experience: 3–5+ years as a Revenue Operations Analyst, Business Analyst, or Customer Success Operations within a SaaS business.
- Domain Mastery: Proven track record owning SaaS retention metrics (Gross/Net Retention, Churn, dollar and count)
- Investigative Mindset: Strong natural curiosity to go beyond standard dashboards, form testable hypotheses, and investigate the "why" behind the numbers.
- Innovative Approach: Demonstrated curiosity in applying modern AI tools to automate reporting, accelerate hypothesis testing, and predict customer behavior.
- Technical Skills: Google Sheets/Excel, and experience building visualizations with BI platforms (e.g., Tableau, Looker, Power BI) and CRM tools (e.g., Salesforce, Gainsight). Alongside experience using AI-assisted analytics workflows or AI co-pilots for rapid data exploration.
- Cross-Functional Influence: Exceptional communication skills with a demonstrated ability to run executive forecast meetings and drive cross-departmental accountability.
Benefits
As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.
Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com
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