Senior Data Analyst, Retention & SaaS Analytics

This is a hybrid position, 3x/week in our San Francisco office.

Why this role exists

Behind every renewal, cancellation, software adoption, and support conversation is an opportunity to better understand what helps our merchants succeed. This role exists to turn those signals into action.

You'll help SpotOn understand the moments that matter throughout a merchant's journey, from their first interaction with our platform to go-live, and long-term success. You'll uncover what helps merchants thrive, where we can improve, and how we can build better experiences at every stage. Your work will influence decisions across Customer Experience, Sales, Finance, Product, and Engineering.

The impact you'll have

Retention is one of the highest-leverage opportunities at SpotOn. Every improvement means more merchants growing their business with us, stronger recurring revenue, and better products built from real customer insights.

As the owner of merchant retention and SaaS analytics, you'll help shape how we measure success, prioritize investments, and make decisions across the company. It's an opportunity to influence strategy through data.

Our team

You'll join a Finance & Data Analytics team where ownership is part of how we work. We build systems that make trusted insights available to everyone, helping teams spend less time finding answers and more time helping merchants succeed.

What you'll accomplish

You'll own the analytics that power SpotOn's merchant retention and SaaS business.

You'll:

• Identify the drivers behind merchant retention, churn, and software adoption.
• Build trusted metrics, dashboards, and analyses used by executives and cross-functional leaders.
• Partner with Product, Customer Success, Finance, Sales, and Engineering to turn insights into action.
• Create scalable reporting, data models, and AI-powered workflows that reduce manual work and improve decision making.
• Measure the impact of retention initiatives so we invest in what works.

Some weeks you'll spend hours in SQL untangling a complex problem. Other weeks you'll present recommendations to executives, automate recurring analyses, or build tools that eliminate repetitive work.

Success in this role is measured by the decisions you help the business make, and ultimately, by merchants who stay, grow, and succeed with SpotOn. If you see a problem worth solving, you have the ownership to solve it and the support to make it happen.

You should apply if you...

• Notice when a merchant, a process, or a metric doesn't add up and treat that as an opportunity.
• Aren't satisfied stopping at "churn is up" - you need to know why, down to the root cause, even when the answer is uncomfortable.
• Like going deep enough to become the person people ask about a problem, but know when "good enough" beats another week of polish.
• Aren't afraid to pick up a new tool, language, or AI assistant mid-project if it gets you to the answer faster.
• Enjoy tinkering with AI coding tools like Claude Code/Codex as a way to move faster on real analysis.
• Want your work to outlive the request it came from - you'd rather build the dashboard or create a scalable process after answering the same questions too many times
• Believe in data-driven decisions, but have the judgment to know when the data isn't there yet and a decision still has to be made.
• Have a track record of working well across Finance, Sales and Customer Success because the best answer to a retention question rarely lives in one team.

What we're looking for

• 5+ years of experience in Analytics, Business Intelligence, or a related analytical role, ideally with experience in the Software industry.
• Advanced SQL skills with experience working in cloud data warehouses (Snowflake preferred).
• Experience with customer retention analyses
• Experience building dashboards and reporting in Power BI or similar BI tools.
• Strong analytical and problem-solving skills with the ability to investigate complex business questions.
• Experience translating data into clear business recommendations.
• Comfortable working independently in a fast-paced, ambiguous environment.
• Experience with Python, dbt, AI coding assistants, or workflow automation tools is a plus.
• Excellent communication skills and a collaborative mindset.
• Bonus Point: Experience with Netsuite (or comparable ERP), SaaS metrics, subscription businesses

Compensation:

• Our base pay range is $150,000-$170,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package, which includes a company stock plan
• Offers will be reflective of the candidate's location and experience.

Benefits:

At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:

• Medical, Dental, and Vision Insurance
• 401(k) with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development