Senior Customer Analytics Director

Job description

**About Ping Identity:** At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.](https://www.pingidentity.com/en/company/championing-every-identity.html) One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. We are seeking a strategic, analytical, and highly collaborative **Sr. Customer Analytics Director** to serve as the lead individual contributor driving analytics, performance metrics, and data-driven insights across our Customer organization. Working closely with the Chief Customer Officer (CCO) and key cross-functional partners, this role connects financial and operational data to improve customer retention, optimize revenue performance, and drive organizational accountability. The ideal candidate possesses deep SaaS financial acumen, advanced data architecture and reporting skills, and the proven ability to translate complex recurring revenue datasets into actionable strategic recommendations for executive leadership. ## **What You'll Do** - **Customer Revenue Metrics & Standards:** In partnership with Finance (owners of official ARR and financial reporting), ensure all key customer performance metrics—including ARR movement, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), up-for-renewal rates, cohort views, and churn drivers—comply with Thoma Bravo standards and industry best practices. Translate overall company metrics into actionable operational views for Customer Success, evaluate renewal forecast accuracy, and build reporting on cross-sell and upsell pipelines owned by Sales and Renewals. - **Executive & Board Reporting:** Lead the end-to-end data preparation and analytical narrative for CCO presentations, board packs, Thoma Bravo operating reviews, and Quarterly Business Reviews (QBRs). Frame business performance, revenue risks, and investment asks around quantifiable business outcomes, ensuring executive reporting directly aligns with underlying operational reality. - **Renewal & Retention Variance Analysis:** Own the ongoing reporting, modeling, and variance analysis for renewal rates, comparing official forecasts against planned targets and actual results while providing detailed root-cause breakdowns of underlying drivers. - **Planning & Capacity Modeling:** Partner with Finance to construct the annual customer renewal and retention model, setting historical baselines, target assumptions, and segment-level forecasts. Build data-driven headcount, coverage-ratio, and capacity models linked directly to book-of-business segmentation. - **Customer Health & Early Warning Systems:** Design, refine, and maintain the organization’s customer health scoring model, risk telemetry, and predictive churn analyses to proactively flag accounts at risk. - **Analytics Requirements & Data Governance:** Define customer organization reporting requirements across Salesforce, the enterprise data warehouse, and BI platforms. Partner with Systems & Operations and Data & Analytics teams to ensure data models align strictly with Finance’s standardized definitions, while independently executing custom quantitative analyses for the CCO. - **Cross-Functional Strategy Alignment:** Collaborate with Revenue Operations and CRO leadership to align on unified data models for improving Net Retention Rate (NRR). Work alongside Product Strategy to deliver granular churn and revenue forecasting sliced by product line and usage behaviors. ## **What You'll Bring** - 10+ years of experience in customer analytics, revenue analytics, FP&A, strategic finance, or Customer Success/Revenue Operations within a B2B SaaS environment. - Deep knowledge of SaaS recurring revenue models and financial mechanics, including ARR, GRR, NRR, cohort analysis, contraction, and churn dynamics. - Advanced proficiency in querying, modeling, and visualizing complex enterprise datasets using SQL, Excel, and BI tools (e.g., Tableau, Power BI) alongside CRM platforms like Salesforce. - Proven experience translating business requirements into technical data specs and building executive-ready dashboards. - Exceptional ability to synthesize complex quantitative data into clear, persuasive executive visual narratives and strategic recommendations. - Strong cross-functional influencer and communicator capable of driving alignment across Finance, Sales, RevOps, and Product leadership. - Prior experience operating within a Private Equity-backed enterprise (Thoma Bravo or similar portfolio environment) and supporting board-level reporting is strongly preferred. - Proven track record as a high-output individual contributor capable of managing complex data projects independently from concept to execution. Salary Range: $160,895 - $214,527 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. **Life at Ping:** We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. **Here are just a few of the things that make Ping special:** - A company culture that empowers you to do your best work. - Employee Resource Groups that create a sense of belonging for everyone. - Regular company and team bonding events. - Competitive benefits and perks. - Global volunteering and community initiatives **Our Benefits:** - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. *We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.*