Churn Analytics Manager

Company Overview:

LegalMatch is an online legal services platform that connects individuals with attorneys and legal professionals. LegalMatch uses a matching system that allows users to submit details about their case or legal issue, and then the platform matches them with attorneys who have experience in the relevant area of law. With a focus on customer satisfaction and continuous improvement, we are seeking a dynamic and motivated individual to join our mid-size and growing team as a Churn Analytics Manager.

Position Overview:

As a Churn Analytics Manager, you will play a pivotal role in identifying and implementing strategies to minimize customer churn and maximize customer retention. You will be responsible for analyzing data, developing insights, and collaborating with cross-functional teams to implement initiatives that enhance customer satisfaction and loyalty.

This role reports into the CEO. The ideal candidate will be in-office based in Reno, NV or in one of our other two offices, Las Vegas, NV and Austin, TX. The on-target earnings will depend on experience, depth of skills, and location.

Key Responsibilities:

• Conduct thorough analysis of customer data to identify trends, patterns, and potential churn indicators.
• Collaborate with sales, marketing, and customer support teams to align customer retention efforts with overall company objectives and product enhancements.
• Develop and implement proactive strategies to reduce churn and improve customer retention.
• Monitor key performance indicators related to churn and provide regular reports to the management team.
• Work closely with the support department to address customer concerns and enhance overall customer experience.
• Work with the Renewals team to successfully execute the devised strategies.
• Serve as an escalation point and negotiate directly with customers alongside Renewal partners to alleviate attrition.
• Implement and optimize customer engagement programs to foster long-term relationships.
• Establish a feedback loop with customers to gather insights and relay valuable information to internal teams for continuous improvement.

Requirements

Qualifications:

• Bachelor's degree in Business, Analics, Statistics, or a related field preferred.
• Proven experience in a customer-facing role, preferably in SaaS or technology.
• Strong analytical and problem-solving skills, with the ability to interpret data.
• Proficiency in data analysis tools and programming languages (e.g., SQL, Python, R).
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a cross-functional team environment.
• Previous experience in customer retention or churn reduction.