Senior Revenue Analyst, Customer Success

<div class="content-intro"><p>At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner.&nbsp;<em>There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams</em>.&nbsp; Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!</p></div><p>&nbsp;</p> <p>We are seeking a data-driven Senior Revenue Analyst to lead the financial analysis of our customer lifecycle. Your mission is to provide deep visibility into why customers stay, why they grow, and why they leave. You will own the reporting and forecasting for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), serving as the strategic advisor to our Customer Success leadership.</p> <p><strong>What You'll Do:</strong></p> <p style="padding-left: 40px;"><strong>Retention &amp; Churn Analytics</strong></p> <ul> <li><strong>Metric Ownership:</strong>&nbsp;Own the calculation and reporting of core retention metrics, including Customer Churn, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR).</li> <li><strong>Cohort Analysis:</strong>&nbsp;Build and maintain monthly/quarterly cohort models to track how different customer segments (by size, industry, or product) perform over time.</li> <li><strong>Churn Root-Cause Analysis:</strong>&nbsp;Partner with the CS &amp; Product Growth team to categorize churn drivers and quantify the financial impact of specific product gaps or service issues.</li> </ul> <p style="padding-left: 40px;"><strong>Revenue Growth &amp; Expansion</strong></p> <ul> <li><strong>Expansion Modeling:</strong>&nbsp;Analyze upsell and cross-sell trends to help CS &amp; Product Growth leadership identify "white space" opportunities within the existing customer base.</li> <li><strong>Unit Economics:</strong>&nbsp;Calculate and track Customer Lifetime Value (LTV) and the LTV:CAC ratio to ensure sustainable growth.</li> <li><strong>Downsell/Contraction Monitoring:</strong>&nbsp;Identify early warning signs of "at-risk" customers by analyzing usage data and billing trends.</li> </ul> <p style="padding-left: 40px;"><strong>Strategic Planning &amp; Forecasting</strong></p> <ul> <li><strong>Rolling Forecasts:</strong>&nbsp;Develop