Director, Commercial Analytics & Insights

We’re building the AI-driven future of customer success, from retention to growth!

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer‑centric companies. The Gainsight Customer OS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

We’re looking for a full‑time Director, Commercial Analytics & Insights to join our Atlas team reporting to the EVP & GM. This role is a remote role based in the USA.

In this role, you’ll play a key role in making every Atlas commitment credible and every Atlas outcome visible by owning the data and analytics layer — from pre‑sale data readiness assessments through post‑sale renewal performance benchmarking. This is a great opportunity for someone who thrives in customer‑facing executive roles at the intersection of data and commercial outcomes and enjoys working cross‑functionally with teams like Solution Design Architects, Atlas Delivery Directors, Movate delivery leadership, and customer CCOs and VP Revenue Ops.

The ideal candidate brings strong skills in renewal and recurring revenue analytics, data readiness framework ownership, and executive‑level quantitative communication.

• Own the Renewal Ready Data standard — data readiness assessment framework including profiling, cross‑system validation, Gainsight entity mapping, and remediation backlog — and the Readiness Decision that gates every Atlas implementation.

• Own and evolve the Renewal MetricOS — proprietary benchmarking and renewal performance framework covering GRR, NRR, ARR, cohort retention, downsell and expansion mechanics — used for customer baselining, peer comparison, and best practice consulting.

• Serve as the commercial analytics authority in customer executive conversations, delivering renewal performance insights and Q  analytics to CCOs, VP Revenue Ops, and data leaders.

• Translate KPI definitions and reporting console metric requirements into FDE engineering product specifications; serve as the bridge between analytics and product build.

• Surface portfolio‑level leading and lagging renewal performance signals as specific recommended actions to Delivery Leaders before they become customer risk.

• Manage the Data Analyst team and own the analyst capacity and workload planning model, aligning analytical throughput to pipeline demand and implementation schedules.

• Maintain and expand the proprietary benchmarking library — the peer comparator dataset used to baseline new prospects, quantify Atlas performance, and validate customer renewal improvement.

This role may require occasional travel (regular — customer diagnostic kickoffs, executive readouts, and Q  presentations) for team meetings, training, or company events.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

• 10+ years of relevant experience and a bachelor’s degree in a quantitative or business field (or equivalent combination of education and experience), required.

• Demonstrated data readiness or data quality framework ownership in a SaaS implementation or managed services context.

• Deep subscription and recurring revenue metric fluency — GRR, NRR, ARR, full renewal rate family, cohort retention, downsell and expansion mechanics.

• Executive‑level quantitative communication — presents findings at CCO / VP Revenue Ops / CFO level and defends methodology under commercial challenge; analyst team management experience with capacity planning against variable, pipeline‑driven demand.

• Direct renewals, customer success, or subscription operations experience — understands how a renewal motion runs, not just how to measure it.

• Data quality or preparation tooling experience — Alteryx, dbt, Great Expectations, Data Sentinel, or…