Customer Retention Analyst

Job title: Customer Retention Analyst 

Reports to: VP, Business Process Transformation

Department: Merchant Solutions

Location: Alpharetta, GA 

Grade: 17

About Priority: 

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Customer Retention Analyst is responsible for analyzing customer behavior, service interactions, account activity, and business trends to identify opportunities to improve customer retention and reduce customer attrition. 

This role partners closely with Client Service, Operations, Sales, Product, and other business teams to identify customers who may be at risk, understand the drivers behind customer dissatisfaction or attrition, and develop actionable insights that support proactive retention strategies. 

The ideal candidate combines strong analytical skills with business judgment and customer empathy. They will translate data into meaningful recommendations and help teams move from reactive customer support to proactive customer retention. 

Responsibilities: 

Customer Retention & Risk Analysis 

• Analyze customer activity, engagement, service interactions, transaction trends, and other indicators to identify potential churn or retention risks. 
• Develop and maintain customer health and risk indicators to help identify customers requiring additional attention. 
• Identify patterns and trends that contribute to customer attrition. 
• Segment customers based on behavior, account characteristics, engagement, and retention risk.
• Monitor retention, churn, customer tenure, and other key performance indicators. 
• Perform root-cause analysis on customer losses and identify opportunities to prevent future attrition. 

Reporting & Analytics 

• Develop recurring and ad-hoc reporting related to customer retention and churn. 
• Create dashboards and scorecards that provide business leaders and service teams with actionable customer insights. 
• Analyze trends across customer populations, products, services, and service channels. 
• Identify changes in customer behavior that may indicate dissatisfaction or an increased likelihood of leaving. 
• Measure the effectiveness of retention initiatives and recommend adjustments based on results. 
• Translate complex data into clear, concise insights for both technical and non-technical audiences. 

Proactive Customer Support 

• Partner with Client Service and Operations teams to identify customers requiring proactive outreach. 
• Help establish processes for service teams to act on customer-risk indicators. 
• Analyze customer interactions, escalations, complaints, and recurring service issues to identify systemic retention risks. 
• Identify opportunities to improve the customer experience and eliminate unnecessary friction. 
• Support development of proactive outreach strategies and customer recovery programs. 

Cross-Functional Collaboration 

• Partner with Sales, Client Service, Operations, Product, Technology, and leadership teams to address retention opportunities. 
• Work with business stakeholders to understand customer needs and translate them into analytical requirements. • Collaborate with technology and data teams to improve access to customer and operational data. • Present findings and recommendations to leadership and business stakeholders.
• Serve as a subject matter expert on customer retention data, trends, and performance. 

Continuous Improvement 

• Identify opportunities to automate retention reporting and customer-risk identification. 
• Recommend improvements to customer processes based on data-driven insights. 
• Help establish consistent definitions and measurements for churn, retention, customer health, and customer value. 
• Continuously evaluate new data sources and analytical techniques that can improve the organization's ability to predict and prevent customer attrition. 
• Support the development of AI and automation capabilities that provide service teams with real-time customer insights.

What Success Looks Like:

Who is at risk? 

• Identify customers whose behavior, service history, or account activity indicates a potential retention risk. 

Why are they at risk? 

• Use data and customer interactions to understand the underlying causes of dissatisfaction or potential churn. 

What can we do about it? 

• Provide actionable insights that allow Service, Sales, and Operations teams to intervene early and improve the likelihood of retaining the customer. 

• Ultimately, this role helps the organization move from reacting to customer loss to proactively preventing it.

Candidate Requirements:

Required Qualifications 

• Bachelor's degree in Business, Analytics, Finance, Economics, Information Systems, or a related field, or equivalent experience. 
• 2+ years of experience in customer analytics, business analytics, customer success, operations, financial services, or a related field. 
• Strong analytical and problem-solving skills. 
• Experience working with large or complex datasets. 
• Strong proficiency with Excel and data visualization/reporting tools. 
• Experience with SQL or similar data-querying tools preferred. 
• Ability to identify patterns, trends, and relationships within data. 
• Strong written and verbal communication skills. 
• Ability to translate analytical findings into clear business recommendations. 
• Strong attention to detail and organizational skills. 

Preferred Qualifications 

• Experience in financial services, payments, banking, fintech, or SaaS. 
• Experience with customer retention, churn analysis, customer health scoring, or customer experience analytics. • Experience working with CRM, customer service, or contact-center data. 
• Experience using AI or automation to improve customer analytics and service operations. •Familiarity with customer journey analytics and voice-of-the-customer programs. 
  

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $85k-$117k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs
  

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)
  

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one
  

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.