Senior Customer Analytics Director

Ladders; United States; Remote; USD 161,000 - 215,000; Full time

Benefits offered by this job

Generous PTO

Parental leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ladders is seeking a Senior Customer Analytics Director to lead customer-focused analytics informing renewal strategy, retention planning, and executive decision-making. You will partner with Finance, Customer Success, and cross-functional teams to turn complex data into clear insights and actionable business narratives.

The role shapes customer health scoring, variance analysis, and reporting frameworks that improve visibility into recurring revenue and Net Retention Rate, with remote work

Qualifications

• 10+ years in customer analytics, revenue analytics, FP&A, or Customer Success/Revenue Operations in B2B SaaS.
• Deep understanding of SaaS recurring revenue models and financial mechanics.
• Advanced skills in SQL, Excel, and BI tools such as Tableau or Power BI.
• Experience translating business needs into technical data specifications and dashboards.
• Ability to synthesize complex data into clear executive narratives.
• Strong cross-functional communication and influencing skills.

Responsibilities

• Lead customer-focused analytics shaping renewal strategy and retention planning.
• Develop data preparation and analytical narratives for executive presentations and board reviews.
• Conduct ongoing reporting and variance analysis for renewal rates with root-cause breakdowns.
• Partner with Finance to build annual customer renewal and retention models.
• Design and maintain customer health scoring models and predictive churn analyses.
• Define reporting requirements and ensure data governance across analytics platforms.
• Collaborate with cross-functional teams to align data models and improve Net Retention Rate.

Skills

SQL

Excel

Tableau

Power BI

Dashboards

Tools

Tableau

Power BI

SQL

Job description

For our client, we are seeking a Senior Customer Analytics Director to join the team of a leader in the Enterprise Technology space.

This role will lead customer-focused analytics that inform renewal strategy, retention planning, and executive decision-making. You will partner closely with Finance, Customer Success, and cross-functional stakeholders to turn complex data into clear insights and actionable business narratives. The position will also shape customer health scoring, variance analysis, and reporting frameworks that improve visibility into recurring revenue performance and Net Retention Rate.

Location: Remote

Compensation: $160,895 – $214,527 annually

Responsibilities

• Ensure customer performance metrics are consistent and converted into actionable insights
• Lead data preparation and analytical narratives for executive presentations and board reviews
• Conduct ongoing reporting and variance analysis for renewal rates, including root-cause breakdowns
• Partner with Finance to build annual customer renewal and retention models
• Design and maintain customer health scoring models and predictive churn analyses
• Define reporting requirements and ensure data governance across analytics platforms
• Collaborate with cross-functional teams to align data models and improve Net Retention Rate

Qualifications

• 10+ years of experience in customer analytics, revenue analytics, FP&A, or Customer Success/Revenue Operations in B2B SaaS
• Deep understanding of SaaS recurring revenue models and financial mechanics
• Advanced skills in SQL, Excel, and BI tools such as Tableau or Power BI
• Experience translating business needs into technical data specifications and dashboards
• Ability to synthesize complex data into clear executive narratives
• Strong cross-functional communication and influencing skills
• Experience in a Private Equity-backed environment preferred

Benefits

• Generous PTO and holiday schedule
• Parental leave
• Progressive healthcare options
• Retirement programs
• Opportunity for education reimbursement
• Commuter offset available in specific locations

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.