Job Description

Contract Type: Fixed-Term Contract (Maternity Leave Cover)

Duration: 6 months initially, with potential extension to 9 months.

About the Role

We are seeking a Senior RevOps Analyst - Churn to join our Customer organisation. Reporting to the RevOps Senior [JB3] Manager - Customer, this role will lead the reporting, analysis, and process evolution of churn performance as the business scales across multiple business units.

This is a highly visible analytical role responsible for ensuring customer churn, revenue impact, retention activity, and related operational metrics are reported accurately, consistently, and with clear business insight. You will partner closely with Renewals, Customer Success, Finance, RevOps, and senior leadership to turn churn data into actionable commentary and decisions.

The role will strengthen Salesforce and related reporting processes as reliable systems of record, while continuously improving the cadence, quality, and efficiency of churn reporting across the organisation.

Key Responsibilities

• Churn Reporting & Revenue Impact
  
  Own reporting of customer churn and associated revenue impact across all business units. Ensure accuracy across multiple methodologies, reconcile results where required, and translate the numbers into a clear story that can be understood and acted on by senior leaders.
• Retention Analysis & Insight
  
  Analyse the customer [churn pipeline and build reporting that delivers insight into retention initiatives, discount usage, save rates, customer contact rates, customer health status, and other leading or lagging indicators of churn risk.
• Process Standardisation & Continuous Improvement
  
  Drive standardisation and evolution of churn reporting processes as systems, definitions, and business processes mature. Proactively identify opportunities to improve the reporting cycle, increase efficiency, reduce manual effort, and enhance the quality of insight month over month.
• Salesforce Data Quality & Governance
  
  Strengthen Salesforce as a system of record by validating data, identifying reporting exceptions, and partnering with Renewals, RevOps, Finance, and Revenue Technology stakeholders to ensure dashboards are accurate and items that are not true churn are not reported as churn.
• Monthly Business Review Preparation & Presentation
  
  Prepare materials, briefing documents, and commentary for monthly business reviews. Deep dive into reported numbers, explain key movements and drivers, present insights to senior leaders including the CFO and CCO, respond to queries, track actions, and evolve the reporting process.

Required Qualifications & Experience

Technical & Operational Expertise

• Minimum 5 years of experience in an analytical, finance, revenue operations, customer operations, or similar data-driven role.
• Bachelor's degree minimum, ideally in Economics, Finance, Business, Data Analytics, or a related field.
• Strong working knowledge of Salesforce, particularly opportunity management, renewal and churn data, reporting structures, and data flows that impact customer and revenue reporting.
• High proficiency in Excel, with the ability to manage complex calculations, reconcile datasets, investigate variances, and build structured reporting outputs.
• Experience with BI or reporting tools such as Power BI is advantageous.

Revenue & Churn Acumen

• Experience working with finance and revenue data, including the concepts of annual recurring revenue (ARR) and contracted annual recurring revenue (CARR) in a subscription or SaaS business.
• Ability to connect churn revenue metrics to retention activity, customer health indicators, and operational performance metrics.
• Strong analytical judgement, with the ability to double click into results, identify root causes, and explain whether movements are driven by data quality, process, customer behaviour, commercial actions, or broader business trends.
• Understanding of customer lifecycle, renewals, retention, and churn management processes is highly desirable.

Leadership & Stakeholder Management

• Competent and confident presenting to, influencing, and constructively challenging senior stakeholders.
• Strong cross-functional collaboration skills, with experience working across multiple stakeholders in a global organisation.
• Excellent written and verbal communication skills in English, with the ability to turn complex data into clear insight, concise commentary, and practical recommendations.

• Proactive, curious, and comfortable operating in an evolving environment where processes, systems, and definitions continue to mature.

Why This Role Matters

Customer health and recurring revenue are central to a growth business. This role ensures the organisation has accurate, consistent, and insightful visibility of churn and retention performance, helping leaders identify early warning signals, understand the impact of retention initiatives, and take action to protect material revenue.

As the company scales, the Senior RevOps Analyst - Churn will play a key role in strengthening the reporting foundation, improving Salesforce data quality, and enabling better decisions that support customer satisfaction, renewal outcomes, and sustainable growth.