Revenue Operations Analyst (Customer)

Where ambitious people connect the dots and grow At Confirm, we’re building what’s next in workforce enablement. We connect the dots between learning, engagement and performance, using intelligent technology, content and data to help organisations unlock the potential of their people. We’re a growing, global team where people are trusted to make an impact, take ownership and grow. Our values are at the heart of how we work: Do the right thing, We’ve got your back and Raise the bar. We care about doing work that matters, challenging ourselves to do it better and creating an environment where people can do their best work. Confirm is a B Corp certified business and a Platinum Investors in People organisation. We’re also proud of the recognition our work has received across the industry, including multiple Gold wins at the Learning Technologies Awards. If you’re looking for your next challenge, want the space to make your mark and like the idea of building something ambitious with good people around you, you’ve come to the right place. About the role: Revenue Operations at Confirm owns the systems, data, process and enablement the business uses to generate and grow revenue. This role owns the numbers for everything that happens after a customer signs. You will be the single analyst accountable for existing business performance: renewals, retention, risk and growth within the installed base.This is a broader remit than renewal reporting. It covers the health of the customer base, where the risk is concentrated, and where the unsold opportunity sits. You will also own the compensation plans for the customer-facing commercial population. Confirm has grown partly by acquisition, so account hierarchy, contract structures and product lines still carry the fingerprints of several businesses that ran their own way. You will not be fixing that alone, because we are hiring a Commercial Analytics Engineer to build the single source underneath you, but retention analysis depends on knowing which customer is which. The role reports to the VP Revenue Operations. What you will be doing Responsibilities will include: • Own end-to-end reporting and analysis for existing business, including gross and net revenue retention, renewal rate and revenue retention performance against plan. • Build and maintain customer health and risk reporting, so that accounts at risk are visible early rather than at the point of notice. • Run white space and cross-sell analysis across the installed base, identifying unsold product and segment opportunity for Customer Success and Account Management. • Define and govern the shared retention and expansion KPIs and the logic behind them, so that a retention number means the same thing wherever it is quoted. • Analyse the unit economics of the installed base, including cohort performance, lifetime value and the payback on expansion and retention activity. • Design and measure retention and expansion experiments: set the hypothesis, define the test and the holdout, read the result and advise whether to scale or stop. • Own compensation administration for the customer-facing population against the shared plan mechanics. • Partner the customer-facing leadership as their named analyst, and contribute retention and expansion inputs to the forecast cadence and the monthly commercial pack. • Specify what retention reporting needs from the warehouse with the Commercial Analytics Engineer, particularly account hierarchy and product line definitions. • Supply the features behind churn risk scoring, expansion propensity and white space models to the GTM Engineer. Who we are looking for: The successful candidate will demonstrate: • Three or more years in revenue, customer or commercial analytics, ideally in B2B SaaS, owning retention reporting end to end. • Fluency with subscription revenue metrics, and the ability to explain the difference between GRR, NRR and renewal rate to a non-specialist without losing the detail. • Strong practical command of a CRM as an analytical source, ideally Salesforce, and advanced spreadsheet skills. SQL and warehouse experience are beneficial rather than essential. • Skill in a BI tool such as Tableau, Power BI or Looker, and the ability to build dashboards people actually use. • An instinct for where a retention number is being flattered by how it is calculated, and the willingness to say so. • Experience analysing customer data in a business that has grown by acquisition, where account hierarchy and contract structures differ between entities, would be a strong advantage. • Experience administering compensation plans, or clear evidence of the numeracy and process discipline that work requires. • Ability to translate a vague commercial question into a clear analysis, and the answer into a recommendation a non-technical stakeholder will act on. Closing date for applications is 5pm on Friday 9th October.