IT Support Analyst

Job Description What You’ll Do We are seeking a Manager of Data Analytics to enhance our customer insights function within a fast-growing SaaS payroll company. This role will be responsible for transforming data into actionable insights to drive improvement opportunities, improve customer retention, and drive upsell revenue. The ideal candidate combines strong technical expertise (SQL, data modeling, BI tools) with a deep understanding of SaaS metrics and customer lifecycle dynamics. This leader will build predictive models, define customer health scoring, and partner cross-functionally to drive measurable business impact. This role sits at the center of our growth strategy. By identifying why customers leave—and enabling the business to act early—you will directly impact retention, expansion, and long-term revenue. What Success Looks Like (First 6–12 Months) A clear, trusted definition of churn and retention across the business Improved early risk detection that leads to a reduction in churn A production-ready churn prediction model with measurable lift A standardized customer health score adopted by Customer Success Executive dashboards that drive decisions, not just reporting Key Responsibilities Customer Churn & Retention Analytics Identify and quantify key drivers of customer churn across segments Build and maintain churn prediction models using behavioral, transactional, and engagement data Conduct cohort and churned vs. retained analysis to uncover retention patterns and risk signals Translate insights into clear, actionable recommendations for Customer Success, Product, and Sales teams Customer Health & Lifecycle Insights Design and operationalize a scalable customer health scoring framework Define leading indicators of customer risk and expansion opportunity Partner with Customer Experience and Success and Operations teams to embed health scores into daily workflows Data Integration & Modeling Integrate and model data across core systems: Salesforce, Genesys, Pendo, Qualtrics and Power BI Build scalable data models to support self-service analytics and reporting Ensure data accuracy, consistency, and governance across systems Reporting & Visualization Develop executive-level dashboards that track churn, retention, LTV, and customer health Move beyond descriptive reporting to diagnostic and predictive insights Standardize KPI definitions across the organization Cross-Functional Leadership Partner with Operations, Customer Experience/Success, Product, Sales, and Finance to align on metrics and insights Influence strategy through data storytelling and business cases Act as a translator between technical teams and business stakeholders What Are We Looking for in this Role? 8+ years in data analytics, business intelligence, or data science roles (preferably in SaaS) Advanced SQL skills (non-negotiable; ability to work with large, complex datasets) Hands-on experience building predictive models (churn, propensity, or customer scoring) Strong experience with BI tools, especially Power BI Experience integrating and analyzing data from systems like Salesforce, Genesys, and Pendo Deep understanding of SaaS metrics (churn, customer count retention, GRR, NRR, LTV) Strong analytical thinking and ability to connect data to business outcomes What are our Desired Skills and Capabilities? Experience in payroll, HR tech, or SMB-focused SaaS businesses Experience building customer health scoring frameworks from scratch Background working closely with Customer Success or CX organizations Familiarity with Python or R for statistical modeling and machine learning Experience with experimentation (A/B testing) and causal inference What we offer Competitive compensation and performance incentives. Comprehensive benefits package. Collaborative, mission-driven culture with high visibility and impact . #auris Pay Details: The base compensation range for this position is $1 - $2. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity. Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership. Why Join Us: At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. Employee Benefits We also offer our employees a comprehensive suite of benefits and perks, including: Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time. Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription. Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs. Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage. … and so much more! This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location. Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting . Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws. California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy . Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice . Welcome, your new opportunity awaits you.