Customer Retention Analyst

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Professional Alpharetta, GA, US

Job title:

Customer Retention Analyst

Reports to:

VP, Business Process Transformation

Grade: 17

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

The Customer Retention Analyst is responsible for analyzing customer behavior, service interactions, account activity, and business trends to identify opportunities to improve customer retention and reduce customer attrition.

This role partners closely with Client Service, Operations, Sales, Product, and other business teams to identify customers who may be at risk, understand the drivers behind customer dissatisfaction or attrition, and develop actionable insights that support proactive retention strategies.

The ideal candidate combines strong analytical skills with business judgment and customer empathy. They will translate data into meaningful recommendations and help teams move from reactive customer support to proactive customer retention.

• Analyze customer activity, engagement, service interactions, transaction trends, and other indicators to identify potential churn or retention risks.
• Develop and maintain customer health and risk indicators to help identify customers requiring additional attention.
• Identify patterns and trends that contribute to customer attrition.
• Segment customers based on behavior, account characteristics, engagement, and retention risk.
• Monitor retention, churn, customer tenure, and other key performance indicators.
• Perform root-cause analysis on customer losses and identify opportunities to prevent future attrition.

• Develop recurring and ad-hoc reporting related to customer retention and churn.
• Create dashboards and scorecards that provide business leaders and service teams with actionable customer insights.
• Analyze trends across customer populations, products, services, and service channels.
• Identify changes in customer behavior that may indicate dissatisfaction or an increased likelihood of leaving.
• Measure the effectiveness of retention initiatives and recommend adjustments based on results.
• Translate complex data into clear, concise insights for both technical and non-technical audiences.

• Partner with Client Service and Operations teams to identify customers requiring proactive outreach.
• Help establish processes for service teams to act on customer-risk indicators.
• Analyze customer interactions, escalations, complaints, and recurring service issues to identify systemic retention risks.
• Identify opportunities to improve the customer experience and eliminate unnecessary friction.
• Support development of proactive outreach strategies and customer recovery programs.

• Partner with Sales, Client Service, Operations, Product, Technology, and leadership teams to address retention opportunities.
• Work with business stakeholders to understand customer needs and translate them into analytical requirements. Collaborate with technology and data teams to improve access to customer and operational data. Present findings and recommendations to leadership and business stakeholders.
• Serve as a subject matter expert on customer retention data, trends, and performance.
• Identify opportunities to automate retention reporting and customer-risk identification.
• Recommend improvements to customer processes based on data-driven insights.
• Help establish consistent definitions and measurements for churn, retention, customer health, and customer value.
• Continuously evaluate new data sources and analytical techniques…