Retention Analyst

• 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.

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

• 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