Senior Customer Data Analyst – Strategic Insights & Retention Leader for Customer Success Teams at arenaflex

About arenaflex

arenaflex is a next‑generation financial‑technology platform that empowers fast‑growing businesses to transform their invoice‑to‑cash cycle. By combining intelligent automation, AI‑driven cash application, and a seamless B2B payment experience, arenaflex helps companies do more with fewer resources. Integrated natively with the world’s leading ERP systems, our solution enables a self‑serve payment portal, real‑time collaboration between customers and internal teams, and a data‑rich environment where every transaction can be turned into actionable insight.

With a footprint across the United States and Canada, arenaflex serves more than 10,000 organizations, powers over 5 million companies in daily transactions, and processes more than 110 million transactions worth $170 billion each year. Our rapid growth is driven by an obsessive focus on customer outcomes, a culture of continuous improvement, and a commitment to building inclusive, high‑performing teams.

Our Core Values

• Customer Obsession: We live and breathe the needs of our customers, turning data into delight.
• Team First: We lift each other up and celebrate collective success.
• Diversity & Inclusion: A broad range of perspectives fuels our innovation.
• Better Every Day: We relentlessly pursue smarter ways to work.
• Execution Excellence: Ideas become reality through decisive action.
• Ownership: Every teammate takes responsibility for outcomes.

Role Overview

Are you a data‑driven storyteller who thrives at the intersection of analytics and customer experience? As the Senior Customer Data Analyst at arenaflex, you will be the strategic bridge between raw data and the frontline teams that nurture our customers—Customer Success, Customer Care, and Professional Services. Reporting directly to the Vice President of Analytics, you will own the end‑to‑end analytical lifecycle, from data collection and quality assurance to insight generation, predictive modeling, and impactful visual storytelling.

This role is high‑visibility, high‑impact, and perfect for an analytical leader who enjoys partnering with cross‑functional stakeholders, shaping product roadmaps, and influencing executive decision‑making. Your work will directly improve churn rates, lift customer satisfaction scores, and increase lifetime value across arenaflex’s global customer base.

Key Responsibilities

• Customer Lifecycle Mastery: Become the subject‑matter expert on arenaflex’s customer journey—from onboarding to renewal—understanding segment‑specific behaviors, pain points, and revenue drivers.
• Insight Generation & Recommendation: Analyze success metrics (CSAT, NPS, churn, expansion revenue) and support interactions to surface actionable insights that guide product, support, and success strategies.
• Predictive Modeling & Forecasting: Build and maintain churn‑prediction and success‑propensity models using statistical techniques, machine learning algorithms, and time‑series analysis.
• Performance Dashboards & Reporting: Design, develop, and continuously improve interactive dashboards (Tableau, Power BI, or similar) that display key KPIs such as churn rate, ticket resolution time, customer health scores, and LTV.
• Experimental Design & A/B Testing: Create rigorous frameworks for testing new customer‑success initiatives, ensuring statistical validity and clear attribution of outcomes.
• Support Channel Optimization: Evaluate phone, email, chat, and self‑service interactions to recommend staffing models, workflow automations, and process improvements that reduce response times and boost satisfaction.
• Data Quality Advocacy: Partner with Customer Success, Care, and Professional Services to define data capture standards, validate pipelines, and implement governance processes that guarantee clean, reliable data.
• Customer Journey Mapping: Visualize end‑to‑end touchpoints, identify friction areas, and recommend personalized communication strategies that deepen engagement.
• Leadership Collaboration: Work closely with senior leaders to align analytical output with strategic roadmaps, develop measurement frameworks, and track the ROI of customer‑experience initiatives.
• Thought Leadership & Mentorship: Share best practices, coach junior analysts, and champion a data‑first mindset across the organization.

Essential Qualifications

• Bachelor’s or Master’s degree in a quantitative discipline (e.g., Statistics, Mathematics, Computer Science, Economics, Engineering).
• Minimum 5 years of professional experience using data to drive business outcomes, preferably within a customer‑analytics, SaaS, or support‑operations environment.
• Proven ability to partner with and influence cross‑functional, customer‑facing teams by translating complex analyses into clear, actionable recommendations.
• Deep knowledge of statistical methods, hypothesis testing, segmentation, and predictive modeling techniques.
• Advanced SQL proficiency; strong experience with Python or R for data manipulation, modeling, and automation.
• Expertise with modern BI platforms (Tableau, Power BI, Looker, or similar) and the ability to craft intuitive visualizations for both technical and non‑technical audiences.
• Experience working with CRM systems (Salesforce, HubSpot, etc.) and customer‑support tools (Zendesk, Freshdesk, ServiceNow) is a plus.
• “Builder” mindset: comfortable thriving in fast‑paced, ambiguous environments and delivering high‑impact initiatives from concept to production.
• Exceptional communication skills—both written and verbal—with the poise to present findings to senior leadership and front‑line teams.
• High integrity, a relentless pursuit of truth, and the ability to act as a trusted advisor to drive cultural change.

Preferred Experience & Skills

• Hands‑on experience developing churn‑prediction or retention models that have demonstrably reduced churn by at least 5 %.
• Familiarity with cloud data‑warehouse solutions (Snowflake, BigQuery, Redshift) and data‑engineering concepts.
• Understanding of SaaS financial metrics—ARR, MRR, CAC, LTV—and how they intersect with customer health.
• Project‑management competence (Agile, Scrum) to coordinate multi‑team initiatives.
• Experience designing and executing customer‑experience surveys and sentiment analysis pipelines.
• Demonstrated mentorship of junior analysts or data‑science interns.

What We Offer

• Competitive Compensation: Market‑aligned salary plus performance‑based bonuses.
• Comprehensive Benefits: Medical, dental, vision, 401(k) matching, and generous paid time off.
• Remote‑First Flexibility: Work from anywhere in the U.S. or Canada with occasional in‑person meet‑ups at our Atlanta or Miami hubs.
• Professional Development: Tuition reimbursement, conference sponsorships, and internal learning pathways for analytics, leadership, and emerging technologies.
• Career Growth: Clear pathways to senior leadership roles such as Lead Analytics Manager, Director of Customer Insights, or Head of Data Strategy.
• Inclusive Culture: Employee resource groups, diversity training, and a commitment to equitable hiring practices.
• Wellness Programs: Mental‑health resources, ergonomic home‑office stipend, and virtual fitness classes.

Our Culture & Work Environment

At arenaflex, we believe that great ideas arise when people feel safe, heard, and empowered. Our teams operate with a high degree of autonomy while staying tightly aligned to shared goals. Collaboration is enabled through regular cross‑functional stand‑ups, virtual coffee chats, and a transparent decision‑making process that welcomes diverse viewpoints.

We champion a growth mindset: failure is treated as a learning opportunity, and curiosity is rewarded. Whether you are a seasoned analyst or an emerging talent, you will find mentorship, peer‑to‑peer knowledge sharing, and leadership that invests in your personal and professional success.

Our commitment to diversity goes beyond rhetoric. We actively seek talent from under‑represented backgrounds, recognize the unique perspectives they bring, and create accommodations throughout the interview and onboarding process to ensure everyone can shine.

How to Apply

If you are ready to turn data into decisive action, influence the customer journey at scale, and grow your career within a fast‑moving fintech leader, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter that explains why you’re the perfect fit for arenaflex’s Customer Data Analytics team.

Apply Now – Join arenaflex and Shape the Future of Customer Success

arenaflex is an equal‑opportunity employer. We welcome applicants of all genders, races, ethnicities, abilities, sexual orientations, and veteran statuses. If you need any accommodations during the recruitment process, please let us know and we will gladly support you.