Business Analyst

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 4+ years in business intelligence, growth analytics, product analytics, or a related analytical role

Core Areas: Business Analytics, SQL, Databricks, SaaS Revenue Analytics, Customer Acquisition & Retention, Cohort Analysis, Conversion Funnel Analysis, Business Intelligence Dashboards

Compensation: $90,000–$100,000 annually, plus a 5% variable bonus based on company and individual performance

About the Role

This Business Analyst position focuses on analyzing the performance of a digital self-service SaaS business serving small and medium-sized businesses (SMBs). The role connects marketing, website, product, billing, and customer data to evaluate customer acquisition, conversion, product adoption, retention, and expansion. Key responsibilities include developing business performance metrics, identifying growth opportunities, investigating customer behavior, and delivering actionable insights that support business decisions and annual recurring revenue (ARR) growth.

The position requires hands-on experience with SQL, Databricks, customer-level analytics, business intelligence reporting, and SaaS performance measurement. The analyst will collaborate with marketing, product, data, and sales teams to improve digital customer journeys, assess growth and retention initiatives, and support data-driven prioritization. The primary focus is digital self-service analytics and decision support rather than campaign execution or revenue operations ownership.

What You'll Do

• Develop and maintain business performance scorecards tracking qualified website traffic, customer acquisition spending, signups, purchases, product activation, new customers, and new annual recurring revenue (ARR).
• Analyze acquisition and conversion performance across marketing channels, campaigns, customer segments, and cohorts, including customer acquisition cost (CAC), customer quality, and payback periods.
• Identify conversion barriers throughout the website, pricing, registration, checkout, and initial product experience.
• Evaluate website and customer journey improvements to determine their impact on conversion rates and downstream customer retention.

• Monitor customer retention and ARR retention across cohorts, products, contract terms, customer health indicators, and business segments.
• Develop consistent ARR bridge analyses explaining customer churn, revenue contraction, reactivation, pricing changes, and expansion.
• Combine product usage, customer support, billing, and engagement data to identify at-risk customers and opportunities to improve product adoption.
• Measure retention program effectiveness using appropriate comparison groups and performance indicators.
• Identify and quantify opportunities for additional user seats, subscription upgrades, cross-selling, and upselling across customer segments.
• Evaluate expansion opportunities by measuring conversion, expansion ARR, and subsequent customer health.

• Use SQL and Databricks to conduct reliable customer-level analyses and investigate business performance trends.
• Partner with data teams to establish consistent metric definitions, improve data quality, and develop reusable analytical datasets.
• Build business intelligence dashboards, performance reports, and forecasts covering the digital self-service customer lifecycle.
• Explain performance changes, analytical findings, and business implications to stakeholders in clear, actionable terms.
• Evaluate experiments, automated customer journeys, and agentic programs using metrics such as reach, completion, escalation, conversion, retained ARR, and expansion ARR.
• Identify qualified digital customer intent signals that can support sales engagement and expansion opportunities.
• Measure the effectiveness of sales-assisted customer handoffs, particularly those related to upselling and revenue expansion.

Qualifications

Required Experience

• At least 4 years of professional experience in business intelligence, growth analytics, product analytics, or a related analytical position.
• Practical experience analyzing business performance, customer behavior, and customer-level data to support operational and strategic decisions.

Required Skills

• Strong SQL proficiency, including the ability to analyze customer-level datasets within a cloud data platform such as Databricks.
• Experience analyzing digital conversion funnels, product event data, customer cohorts, and customer lifecycle performance.
• Ability to develop business intelligence dashboards, interpret performance metrics, and measure experimental outcomes.
• Working knowledge of SaaS business metrics, including annual recurring revenue (ARR), gross revenue retention (GRR), net revenue retention (NRR), customer churn, revenue expansion, customer acquisition cost (CAC), and customer lifetime value (LTV).
• Ability to interpret complex analytical findings and communicate their business implications clearly to stakeholders.

Preferred Qualifications

• Previous analytical experience supporting a digital self-service business or small and medium-sized business (SMB) SaaS environment.
• Experience with Pendo or a comparable product analytics platform.
• Familiarity with Zuora, Salesforce, web analytics platforms, and business intelligence tools.
• Experience conducting churn propensity or expansion propensity analyses.
• Knowledge of pricing measurement and evaluation of automated customer journeys.