As a Senior Lifecycle / CRM Analytics Lead on the Growth Operations team, you’ll play a key role in helping make ClassPass a world-class Growth Engine. You will conduct a variety of experiments, analyze test results, and develop models & projections to inform the strategic direction of our Lifecycle efforts. Your findings will directly shape how we increase LTV, reduce churn, prevent downgrades, and increase ARPU.

Analytical rigor, creativity, and strategic thinking are essential, but we’ll also need you to get your hands dirty to help drive real, sustainable impact. You should expect to work cross-functionally, with team members in Product, Engineering, and Marketing to drive change and lasting impact needed.

Responsibilities:

• Develop a deep data-driven understanding of a ClassPass user’s Lifecycle journey at all relevant stages (acquisition, onboarding, activation, retention/churn, and resurrection)
• Extract actionable insights through analyzing large, complex, multi-dimensional customer behavior data sets; share findings with executives & rally the business to take action
• Perform analytical deep-dives on problem areas & potential opportunities; build models to predict churn, upsell, etc.; design & execute experiments to optimize these metrics
• Drive A/B and multivariate tests to optimize email campaigns and in-product flows that drive specific user behaviors (trial conversion, upsells/upgrades, etc.)
• Work with cross-functional teams (Marketing, Product, Engineering, Design, etc.) to rapidly execute / iterate on various Lifecycle initiatives & optimization opportunities
• Identify, define, and champion key Lifecycle metrics; build executive-facing dashboards to track progress and improve visibility to these metrics

Requirements

• Bachelors’ or above in CS, Engineering, Physics, Math, Statistics, Business, Economics or related field
• 5+ years of experience with customer lifecycles & decision journeys, user activation / reactivation, retention / churn-mitigation, and upsell / cross-sell strategies & techniques. Subscription experience a big plus.
• 5+ years experience using analytics to drive key business decisions; examples include business/product/marketing analytics, business intelligence, strategy consulting
• Significant experience with SQL and large datasets; knowledge of Python and R a plus
• Deep understanding of statistical analysis, common quant techniques like regression, prediction, clustering / segmentation, etc.
• Prior experience with experiment design, setup, measurement & interpretation
• Proven track record of being able to work independently and proactively engage with business stakeholders with minimal direction
• Comfortable working with cross-functional teams and fostering strong relationships with key stakeholders.
• Strong verbal and written communication skills