Senior Data Analyst, Churn & Customer Success

SimplePractice-posted 3 months ago
$140,000 - $170,000/Yr
Full-time • Senior
Santa Monica, CA
501-1,000 employees
Publishing Industries
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At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden-empowering solo and small group practitioners to thrive alongside their clients. Recognized by MedTech Breakthrough as the Best Practice Management Solution Provider in 2024 and the Digital Health Awards in 2023, SimplePractice is proud to pave the future of health tech. We're looking for an experienced, analytically-driven Senior Data Analyst to join our team with a specialized focus on churn prevention and customer success optimization. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.

  • Lead advanced churn analysis and customer success analytics, taking ownership of complex analytical projects that directly impact customer retention and business growth.
  • Conduct comprehensive post-churn analysis to identify patterns, trends, and root causes of customer attrition across different segments and cohorts.
  • Perform deep-dive investigations into churn drivers using advanced statistical methods, machine learning techniques, and AI-powered analytical approaches including agentic models.
  • Design and execute sophisticated analyses to uncover hidden insights about customer behavior, product usage patterns, and engagement metrics that influence retention.
  • Collaborate with Data Science, Marketing, and Product teams to translate analytical findings into actionable strategies and product improvements.
  • Develop and maintain automated reporting systems and predictive frameworks that provide ongoing visibility into customer health and churn risk factors.
  • Lead methodology development for churn analysis standardization and mentor junior team members on advanced analytical techniques.
  • Present complex findings to senior leadership and cross-functional stakeholders, making clear recommendations for strategic decision-making.
  • Drive strategic initiatives to optimize customer success and reduce churn.
  • Partner with Customer Success teams to identify intervention opportunities and measure the effectiveness of retention strategies.
  • Leverage AI and agentic modeling approaches to uncover non-obvious patterns in customer behavior and predict optimal intervention timing.
  • Analyze the relationship between customer success metrics, product feature adoption, and long-term retention outcomes.
  • Support win-back campaign development through detailed analysis of churned customer segments and their re-engagement potential.
  • Contribute to product roadmap discussions by identifying feature gaps and enhancement opportunities that could improve retention.
  • 8+ years of experience in data analysis with demonstrated expertise in customer analytics, churn analysis, or retention modeling in a SaaS or subscription-based business environment.
  • Advanced proficiency in SQL, Python, and/or R with experience building complex analytical models, machine learning algorithms, and statistical analyses.
  • Hands-on experience with AI and agentic modeling approaches for customer behavior analysis, including familiarity with modern ML frameworks and automated analytical systems.
  • Expertise with advanced analytics tools and platforms such as Snowflake, Looker, Tableau, or Sisense, and experience with cloud-based infrastructure platforms like AWS.
  • Proven ability to lead complex analytical projects from conception through implementation, including methodology development, stakeholder management, and results communication.
  • Strong experience working with customer lifecycle data, subscription metrics, cohort analysis, and retention modeling.
  • Demonstrated ability to work effectively across multiple teams and communicate complex analytical concepts to both technical and non-technical stakeholders.
  • Master's degree in a quantitative field such as Data Science, Statistics, Mathematics, Computer Science, or Economics.
  • Experience with specialized customer analytics tools, marketing automation platforms, and customer data platforms (CDPs).
  • Background in developing and implementing retention strategies based on analytical insights.
  • Experience with experimental design, A/B testing, and causal inference methods.
  • Familiarity with modern data science workflows including Jupyter Notebook, MLOps practices, and version control systems.
  • Medical, dental, vision, life & disability insurance
  • 401(k) plan with company match
  • Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
  • Mental health resources
  • Paid parental leave & Backup Care
  • Tuition reimbursement
  • Employee Resource Groups (ERGs)
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