Director, Retention Analytics - Lead Lifecycle Insights

Socket.dev; United States; On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Lunch provided

Medical, dental, vision plan

HSA/FSA options

401(k) matching

Generous PTO and holidays

Job summary

Fetch is seeking a Director of Retention Analytics to lead the analytics function for its Loyalty & Retention organization. You will define metrics, model churn, run experiments, and forecast retention, reporting to a VP.

The role drives lifecycle communications, channel quality decisions, and save-desk analytics. You will own conclusions, defend them with evidence, and partner with BI and operations to implement results that move retention strategy and spend.

Qualifications

• 6+ years in analytics, with meaningful time in subscription, insurance, or renewal-based businesses.
• Advanced SQL — you work independently in a modern warehouse.
• Retention and survival analysis: cohorts, survival curves, hazard modeling, and the judgment for when each applies.
• Experimentation depth: tests that changed real decisions and the rigor to know when results are noise.
• Forecasting with accountability for accuracy, not just production.
• Ability to bring unwelcome findings to executives and defend your position.

Responsibilities

• Definitions: unify cancellation reasons, retention metrics, and data models with BI and leadership.
• Voluntary churn: analyze retainable vs non-retainable churn with survival curves by source and tenure.
• Involuntary churn: analyze payment failures and recovered premiums with retention interventions.
• Channel quality: attribution by partner and campaign value based on retained outcomes.
• Satisfaction: link NPS/CSAT movement to retention at segment level; separate sentiment shifts from survey effects.
• Experimentation: manage lifecycle test portfolio from hypothesis to readout and durable archive.
• Forecasting: build separate voluntary and involuntary churn models and back-test against actuals.
• Save desk analytics: analyze save rate, cost per save, offer effectiveness, win-back, and agent performance.

Skills

SQL

Survival analysis

Experimentation

Forecasting

Executive communication

Tools

Python

R

Job description

Fetch is seeking a Director of Retention Analytics to lead the analytics function for its Loyalty & Retention organization. You will define metrics, model churn, run experiments, and forecast retention, reporting to a VP.

The role drives lifecycle communications, channel quality decisions, and save-desk analytics. You will own conclusions, defend them with evidence, and partner with BI and operations to implement results that move retention strategy and spend.