Senior Analyst, Customer Insights

About the role:

We’re seeking a talented Senior Customer Insights Analyst to join our dynamic Business Intelligence & Analytics team, with a dedicated focus on supporting our post-sales customer teams—Customer Delivery and Customer Success. We’re looking for someone who thrives on transforming complex customer data into actionable insights and strategies that drive measurable impact on retention and expansion metrics such as Net Promoter Score (NPS),  Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and SFS growth.

This individual will be the go-to analytics partner for our customer teams, enabling them to identify friction points in the onboarding journey, reveal key drivers of customer satisfaction and churn, and influence strategic investment decisions. You will shape how we understand the voice of the customer—using data, surveys, and product telemetry to drive engagement model design, automation opportunities, and future investment decisions.
Strong preference will be given to individuals experienced with both Fintech and SaaS and/or experience with monthly subscriptions.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

• Conduct in-depth survey analysis to uncover the factors that distinguish promoters from detractors and reveal friction points in the onboarding process that impact churn.
• Analyze customer support trends and SLA performance to identify opportunities for service improvement and risk mitigation.
• Build and maintain high-impact dashboards and reports to track GRR, NRR, and SFS growth, providing leadership with a clear view of customer health and retention trends.
• Identify and communicate insights that inform customer success strategies, future investment decisions, and engagement model design.
• Partner with Customer Delivery, Customer Success, and leadership to translate data into clear, actionable recommendations that drive customer satisfaction and business outcomes.
• Provide a high-level view of ARR, account counts, GRR/NRR trends, health distribution, and SFS adoption by segment.
• Build Customer Health & Risk Management Dashboards that help to highlight health score drivers and identify at risk accounts
• Track ARR at risk vs. saved, intervention counts, time-to-resolution, and win rates to measure save-motion effectiveness.
• Access and analyze product telemetry data to map adoption curves, identify product usage patterns tied to expansion or churn risk, and set alert thresholds for declining or plateauing usage.
• Partner with Data Engineering and Business Operations to ensure comprehensive and high-quality customer data, enabling accurate analysis across the customer journey.
• Write and optimize complex SQL queries to build performant dashboards and reports.
• Oversee data hygiene and connectivity between customer data sources, telemetry, and BI tools.
• Perform regular data audits to ensure accuracy and integrity, implementing processes to diagnose and resolve data quality issues.

About you:

• A passion for customer analytics with a strong background in uncovering insights that drive retention, growth, and customer satisfaction.
• Proven ability to influence Customer Success strategy through compelling data stories and visualizations.
• Strong understanding of SaaS business models, customer lifecycle metrics, and key retention/expansion drivers.
• Exceptional communication skills—able to present findings and recommendations to both technical and executive audiences.
• Strong attention to detail, independent problem-solving ability, and a relentless drive to identify root causes and deliver actionable solutions.
• A collaborative mindset and genuine customer empathy to uncover opportunities that improve the customer experience.
• A collaborative mindset and genuine customer empathy to uncover opportunities that improve the customer experience.
• An ability to be comfortable working with ambiguity and the ability to interpret incomplete data to find meaningful patterns.
• You are a self-starter with a strong desire to learn and understand intricate details, and a diligent individual committed to completing tasks effectively.

Required

• 5+ years of experience in customer or business analytics at a SaaS technology company, preferably supporting Customer Success or post-sales teams.
• Proficiency in SQL and experience with BI tools (e.g., Tableau, Looker, or equivalent) and customer analytics platforms.
• Demonstrated ability to create impactful dashboards and reports with strong visualizations and storytelling.
• Fluency in defining customer health KPIs, understanding metrics such as NPS, GRR, NRR, and SFS growth, and applying statistical and predictive modeling concepts.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Preferred

• Experience working on fintech or payments products.
• Experience with monthly subscriptions.
• Experience with Tableau.
• Based in Austin, Texas.

Why 8am: 

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.