Strategic Renewals & Retention Analytics Lead

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Job Category
Data

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Job Description

The Strategic Renewals & Retention Analytics Lead will play a crucial role in supporting the explosive growth of Salesforce. This role is a hybrid of traditional jobs in strategic planning, sales/post-sale strategy, business operations, reporting, and analysis - requiring a mix of market analysis, account optimization, and business operational support. This role is part of a high-performance team composed of Operations leads from a variety of backgrounds and areas of expertise. Success in this role means assisting the Customer Success Group (CSG) to drive the continued success of Salesforce by supporting our customer success strategy. Sample projects range from the strategic to the very operational including supporting the creation of the retention strategy, evaluating growth opportunities, business planning, customer segmentation, and regular review of key performance metrics.

• Deliver recommendations and insights that support senior stakeholders (VPs and SVPs) in managing their KPIs.
• Proactively identify trends, risks, and opportunities in the business to influence and set market/account strategy.
• Conduct deep dive analyses on attrition leveraging large volumes of datasets using SQL, Tableau, Python, etc., to identify drivers and mitigation strategies.
• Understand the underlying data architecture supporting Customer Success and collaborate with Data Engineering to enhance data infrastructure and data governance.
• Identify and optimize the true drivers of financial performance, productivity, customer engagement, and other metrics.
• Develop Business Intelligence (BI) dashboards for use by global leaders and field teams in the Customer Success Group, including self-service reporting toolkits.
• Support automation and enhancement of key processes to improve accuracy, timeliness, and scalability of insights delivered.
• Assist in developing and delivering presentations for senior executives to engage with their leaders or counterparts.
• Drive cross-functional alignment by partnering with Forecasting to validate renewal/expansion predictability, Strategy to provide the data-driven foundation for market pivots, and Program leads to measure and iterate on the efficacy of global operational initiatives.
• Serve as a mentor and technical thought leader for junior team members, fostering a culture of analytical excellence and providing guidance on best practices for data storytelling, complex modeling, and executive communication.

• 5+ years of business analytics and/or business operations experience.
• Self-starter and a high degree of motivation to go above and beyond the task at hand; ability to work autonomously without constant supervision.
• Bachelor's degree in the quantitative field from an accredited university. MBA or Masters in a technical field a plus.
• Valuable work experience focused on quantitative analysis, Excel, and logical reasoning.
• Proficiency with SQL (Snowflake expertise preferred for Manager track) and Tableau (or a similar data visualization tool). Python and/or R a plus.
• Experience creating BI dashboards and assets end-to-end; from initial scoping, data wrangling, asset creation and deployment.
• Familiarity with CRM, data management, and the use of AI in daily operations.
• Strong communication skills, both written and verbal, with strong presentation skills.
• Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus.
• Strong situational analysis, negotiation, and decision-making abilities.
• Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies.