Senior Retention Analyst

Job Description

Where you’ll work: US Remote: preference for Eastern, Central, or Mountain time zones

Customer Care & Success at GoTo

Our Customer Care & Success team is passionate about making IT easy - using AI-powered solutions to securely connect, solve problems, and drive customer delight. We leverage intelligent automation and the latest AI tools to streamline support, tackle challenges efficiently, and ensure every customer’s experience is seamless and impactful. By joining us, you’ll empower customers (and colleagues!) to achieve more, simplify their day, and make technology work for them, every step of the way.

Your Day to Day

As a Sr. Retention Analyst, you would be working on:

• Forecasting: Own the end-to-end renewal forecasting process. Architect and validate forecast models for churn, renewal rates, and retention outcomes with high precision. Provide forward-looking analysis to inform financial planning and strategic decision-making.
• Retention Trend Analysis: Analyze retention metrics and trends for designated SaaS product lines. Deliver timely, actionable insights to Retention Analytics and Customer Retention Leaders, collaborating with stakeholders across teams and management levels. Own weekly pacing updates and monthly/quarterly reviews.
• Proactive Insights: Conduct deep-dive variance analysis, identifying root causes behind retention performance vs. targets. Anticipate the next logical questions and proactively deliver recommendations that influence business strategies.
• Reporting & Data Integrity: Reconcile retention data on a weekly/monthly basis, manage manual data adjustments, and ensure the accuracy and timeliness of all reporting. Navigate large, complex data sets and company databases to extract meaningful findings and optimize analytics workflows.
  
  
  

What We’re Looking For

As a Sr. Retention Analyst your background will look like:

• Bachelor’s degree in Finance, Business, Economics, or a related field; advanced degree a plus. 5 years’ experience in FP&A, or similar financial analysis roles, preferably in SaaS or subscription-based business models.
• Expert level financial modeling and data manipulation.
• Exceptionally self-motivated, detail-oriented, and intellectually curious, with a demonstrated ability to handle ambiguity and high workload in a fast-paced environment.
• Advanced strategic thinking and problem-solving skills; comfortable working with abstract concepts and fragmented data to create actionable recommendations.
• Ability to work effectively and seamlessly within teams and across departments, communicating complex concepts to both technical and non-technical audiences.
  
  
  

What We Offer:

At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team:

• Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs
• Generous paid time off, paid holidays, volunteer time off, and quarterly self-care days and no meeting days
• Tuition and reading reimbursement programs to support your continuous learning and professional growth
• Thrive Global Wellness Program, confidential Employee Assistance Program (EAP), as well as One to One Wellness Coaching
• Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
  
  
  

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more. RPJ

Benefits: Comprehensive health insurance (medical, dental, vision), 401(k) plan with discretionary company match, paid time off, employee discount programs, Short Term and Long Term Disability, Basic Life Insurance, and fertility benefits.

The above shows our ranges from minimum to maximum. Your compensation will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for a variable pay component and benefits.