Senior Analyst, Customer Insights

Affinipay-posted 3 months ago

Senior

Austin, TX

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We're seeking a talented Senior Customer Insights Analyst to join our dynamic Business Intelligence & Analytics team, with a dedicated focus on supporting our post-sales customer teams-Customer Delivery and Customer Success. We're looking for someone who thrives on transforming complex customer data into actionable insights and strategies that drive measurable impact on retention and expansion metrics such as Net Promoter Score (NPS), Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and SFS growth. This individual will be the go-to analytics partner for our customer teams, enabling them to identify friction points in the onboarding journey, reveal key drivers of customer satisfaction and churn, and influence strategic investment decisions. You will shape how we understand the voice of the customer-using data, surveys, and product telemetry to drive engagement model design, automation opportunities, and future investment decisions. Strong preference will be given to individuals experienced with both Fintech and SaaS and/or experience with monthly subscriptions.

Conduct in-depth survey analysis to uncover the factors that distinguish promoters from detractors and reveal friction points in the onboarding process that impact churn.
Analyze customer support trends and SLA performance to identify opportunities for service improvement and risk mitigation.
Build and maintain high-impact dashboards and reports to track GRR, NRR, and SFS growth, providing leadership with a clear view of customer health and retention trends.
Identify and communicate insights that inform customer success strategies, future investment decisions, and engagement model design.
Partner with Customer Delivery, Customer Success, and leadership to translate data into clear, actionable recommendations that drive customer satisfaction and business outcomes.
Provide a high-level view of ARR, account counts, GRR/NRR trends, health distribution, and SFS adoption by segment.
Build Customer Health & Risk Management Dashboards that help to highlight health score drivers and identify at risk accounts.
Track ARR at risk vs. saved, intervention counts, time-to-resolution, and win rates to measure save-motion effectiveness.
Access and analyze product telemetry data to map adoption curves, identify product usage patterns tied to expansion or churn risk, and set alert thresholds for declining or plateauing usage.
Partner with Data Engineering and Business Operations to ensure comprehensive and high-quality customer data, enabling accurate analysis across the customer journey.
Write and optimize complex SQL queries to build performant dashboards and reports.
Oversee data hygiene and connectivity between customer data sources, telemetry, and BI tools.
Perform regular data audits to ensure accuracy and integrity, implementing processes to diagnose and resolve data quality issues.

5+ years of experience in customer or business analytics at a SaaS technology company, preferably supporting Customer Success or post-sales teams.
Proficiency in SQL and experience with BI tools (e.g., Tableau, Looker, or equivalent) and customer analytics platforms.
Demonstrated ability to create impactful dashboards and reports with strong visualizations and storytelling.
Fluency in defining customer health KPIs, understanding metrics such as NPS, GRR, NRR, and SFS growth, and applying statistical and predictive modeling concepts.
Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Experience working on fintech or payments products.
Experience with monthly subscriptions.
Experience with Tableau.
Based in Austin, Texas.

Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

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