Senior Customer Analytics Director

Ping Identity•Denver, CO

8h•$160,895 - $214,527

About The Position

Ping Identity is seeking a strategic, analytical, and collaborative Senior Customer Analytics Director to lead analytics, performance metrics, and data-driven insights across the Customer organization. Working closely with the Chief Customer Officer and cross-functional partners, this role connects financial and operational data to improve customer retention, optimize revenue performance, and promote organizational accountability. The position calls for deep SaaS financial acumen, advanced data architecture and reporting skills, and the ability to turn recurring-revenue data into actionable recommendations for executive leadership. The role develops customer performance reporting and standards in partnership with Finance, which owns official ARR and financial reporting. It leads analytical preparation and narratives for executive and board materials, owns renewal and retention variance analysis, and partners with Finance on annual renewal, retention, staffing, coverage, and capacity models. It also maintains customer health scoring and predictive churn analysis, defines reporting requirements across business systems, and collaborates with Revenue Operations, CRO leadership, and Product Strategy to align metrics and improve net retention.

Requirements

At least 10 years of experience in customer analytics, revenue analytics, FP&A, strategic finance, or Customer Success/Revenue Operations in a B2B SaaS environment.
Deep knowledge of SaaS recurring-revenue models and financial mechanics, including ARR, GRR, NRR, cohort analysis, contraction, and churn.
Advanced proficiency querying, modeling, and visualizing complex enterprise datasets using SQL, Excel, and BI tools such as Tableau or Power BI, as well as CRM platforms such as Salesforce.
Experience translating business requirements into technical data specifications and building executive-ready dashboards.
Ability to synthesize complex quantitative data into clear, persuasive executive visual narratives and strategic recommendations.
Strong cross-functional influencing and communication skills, with the ability to drive alignment across Finance, Sales, Revenue Operations, and Product leadership.
Track record as a high-output individual contributor who independently manages complex data projects from concept through execution.

Nice To Haves

Experience in a private-equity-backed enterprise, such as a Thoma Bravo portfolio company, and supporting board-level reporting.

Responsibilities

Partner with Finance to ensure customer performance metrics—including ARR movement, GRR, NRR, renewal rates, cohorts, and churn drivers—follow company, Thoma Bravo, and industry standards.
Translate company-level metrics into actionable operational views for Customer Success; evaluate renewal forecast accuracy and report on Sales- and Renewals-owned cross-sell and upsell pipelines.
Lead data preparation and analytical narratives for CCO presentations, board packs, Thoma Bravo operating reviews, and Quarterly Business Reviews.
Present business performance, revenue risks, and investment requests in terms of measurable outcomes, ensuring executive reporting reflects operational reality.
Own reporting, modeling, and variance analysis for renewal rates, comparing forecasts and actual results with planned targets and identifying root causes.
Partner with Finance to build the annual customer renewal and retention model, including historical baselines, target assumptions, and segment-level forecasts.
Build headcount, coverage-ratio, and capacity models linked to book-of-business segmentation.
Design, refine, and maintain customer health scoring, risk telemetry, and predictive churn analyses to identify at-risk accounts.
Define customer reporting requirements across Salesforce, the enterprise data warehouse, and BI platforms.
Partner with Systems & Operations and Data & Analytics to align data models with Finance’s standardized definitions, and independently perform quantitative analyses for the CCO.
Collaborate with Revenue Operations and CRO leadership to align data models for improving NRR.
Work with Product Strategy to provide detailed churn and revenue forecasts by product line and usage behavior.