Data & Analytics (Renewals Programs) Manager

The Data & Analytics (Renewals Programs) Manager will play a critical role in ensuring Salesforce maximizes the impact of its renewal and growth initiatives. This role will maintain line of sight on critical programs designed to mitigate attrition, improve retention, and grow Annual Order Value (AOV). The role will focus on building rigorous measurement frameworks, conducting ROI analyses to determine program effectiveness, and shaping recommendations on which initiatives should scale, pivot, or sunset.

A core responsibility will be supporting the development of the Loyalty Predictor, Salesforce's flagship predictive model to identify at-risk customers and influence retention strategy. In addition, this role will partner closely with the Programs team to proactively identify new program opportunities, using data to uncover risks, opportunities, and emerging customer trends., * Program Analytics & ROI: Evaluate the impact of customer success programs on renewals, attrition, and AOV growth. Conduct ROI analyses to identify which programs deliver meaningful business outcomes and recommend continuation, scaling, or discontinuation.

• Critical Program Visibility: Develop dashboards, scorecards, and insights to maintain executive-level visibility on critical initiatives tied to renewal performance.
• Loyalty Predictor Development: Partner with data science, analytics, and operations teams to support all aspects of the Loyalty Predictor initiative, including feature design, testing, deployment, and performance tracking.
• Program Opportunity Identification: Work with the Programs team to identify new opportunities for initiatives by analyzing customer risk signals, usage patterns, and revenue opportunities. Provide data-driven recommendations on where to pilot or scale new programs.
• Cross-Functional Collaboration: Act as a strategic partner to Customer Success, Programs, Finance, and Product teams to ensure alignment on program goals, KPIs, and success measures.
• Insights to Action: Translate complex data and analyses into clear, actionable recommendations for senior leadership, influencing program strategy and resource allocation.
• Governance & Repeatability: Establish consistent methodologies and frameworks for measuring program success to ensure scalability and repeatability across cycles., * Providing clear, data-backed insights into which programs drive measurable impact on renewals and AOV.
• Partnering with Programs team to identify and launch new initiatives based on data-driven risks and opportunities.
• Establishing Salesforce's Loyalty Predictor as a trusted tool for predicting customer attrition risk.
• Enabling leadership to make investment decisions on programs with confidence, backed by rigorous ROI analyses.
• Being a trusted partner across Customer Success, Programs, Finance, and Product by translating data into strategy.

• 5-7 years of experience in analytics, strategy, or business operations, preferably in SaaS or subscription-based businesses.
• Strong background in renewals, attrition, or customer success analytics.
• Proficiency in SQL and data visualization tools (Tableau or similar); Python/R a plus.
• Tableau Certifications are a plus
• Experience with program measurement, ROI analysis, and forecasting models.
• Demonstrated ability to collaborate cross-functionally and influence without direct authority.
• Strong executive communication and data storytelling skills, with ability to simplify complex analyses.
• Experience in predictive modeling, customer health metrics, or loyalty/retention programs strongly preferred