Customer Experience & Renewal Operations Analyst

Job Title: Customer Experience & Renewal Operations Analyst

(Remote Opportunity)

Company Overview: Gratia is a tech-enabled platform providing on-demand, pre-vetted analysts to clients and offering apprenticeship as a service to analysts. Gratia offers a unique analysts-as-a-service platform that finds high-potential candidates, assesses their skills, and matches them with roles, while continuously upskilling them on the job. Gratia also provides apprenticeship opportunities that unlock grants and tax credits across the US and other countries, ensuring the delivery of high-quality work.

Introduction: The Customer Experience & Renewal Operations Analyst supports the Customer Experience & Renewal Operations team by providing data analysis, managing renewal reporting, and contributing to process improvements aimed at maximizing customer retention. Reporting to the Customer Experience & Renewal Ops Lead, the analyst partners with customer success and sales teams to ensure that renewal processes are optimized, risks are proactively identified, and performance is accurately tracked.

Responsibilities:

Data Analysis and Reporting:

• Analyze renewal data and generate regular reports on KPIs such as renewal rates, churn, and retention.
• Provide insights to support leadership decision-making and strategy development.

Forecasting Support

• Assist in building and refining renewal forecasts by identifying trends and variables affecting customer retention.
• Collaborate with finance and operations to align forecast inputs and outputs.

Process Documentation

• Document and maintain standard operating procedures for renewal workflows.
• Support consistency and scalability of operational practices.

Risk Identification & Mitigation

• Identify at-risk accounts and provide timely intelligence to customer success teams.
• Recommend actions to reduce churn and support retention initiatives.

Tools & Systems Management

• Support the upkeep and optimization of tools used for tracking and reporting renewals (e.g., Salesforce, BI platforms).
• Collaborate with IT or systems teams to enhance functionality and reporting accuracy.

Required Skills:

• Analytical Proficiency: Strong ability to interpret data with proficiency in Excel, Salesforce, and business intelligence tools.
• Detail-Oriented: High level of attention to detail to ensure reporting accuracy and data integrity.
• Cross-Functional Collaboration: Experience working with customer success, sales, and finance teams to execute renewal strategies.
• Process Documentation: Clear and concise documentation capabilities to maintain operational standards.

Required Experience:

• 3–5 years of experience in sales, renewal, or customer success operations, preferably in a SaaS or subscription-based business model.
• Demonstrated familiarity with renewal workflows and retention strategies in customer success-driven organizations.

Beneficial Skills & Experience:

• SaaS Industry Knowledge: Understanding of key SaaS metrics such as Annual Recurring Revenue (ARR), churn rate, and customer lifetime value (CLTV).
• Technical Skills: Experience with data visualization platforms and CRM tools (e.g., Salesforce) is highly advantageous.

Conclusion: This role is ideal for a detail-oriented, analytical professional who thrives in a cross-functional environment and is passionate about driving customer retention and operational excellence. The Customer Experience & Renewal Operations Analyst plays a vital role in ensuring a seamless renewal process and enabling data-driven strategies that fuel long-term growth and customer satisfaction.

Compensation and Employment Details:

• Salary: $30 per hour
• Contract until the end of June
• Potential option of a full time offer after at the end of the contract

We are excited about the possibility of you joining us in this venture and look forward to seeing the profound impact you will have on our organization.