Senior Customer Analytics Director

About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. We are seeking a strategic, analytical, and highly collaborative Sr. Customer Analytics Director to serve as the lead individual contributor driving analytics, performance metrics, and data-driven insights across our Customer organization. Working closely with the Chief Customer Officer (CCO) and key cross-functional partners, this role connects financial and operational data to improve customer retention, optimize revenue performance, and drive organizational accountability. The ideal candidate possesses deep SaaS financial acumen, advanced data architecture and reporting skills, and the proven ability to translate complex recurring revenue datasets into actionable strategic recommendations for executive leadership. What You'll Do • Customer Revenue Metrics & Standards: In partnership with Finance (owners of official ARR and financial reporting), ensure all key customer performance metrics—including ARR movement, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), up-for-renewal rates, cohort views, and churn drivers—comply with Thoma Bravo standards and industry best practices. Translate overall company metrics into actionable operational views for Customer Success, evaluate renewal forecast accuracy, and build reporting on cross-sell and upsell pipelines owned by Sales and Renewals. • Executive & Board Reporting: Lead the end-to-end data preparation and analytical narrative for CCO presentations, board packs, Thoma Bravo operating reviews, and Quarterly Business Reviews (QBRs). Frame business performance, revenue risks, and investment asks around quantifiable business outcomes, ensuring executive reporting directly aligns with underlying operational reality. • Renewal & Retention Variance Analysis: Own the ongoing reporting, modeling, and variance analysis for renewal rates, comparing official forecasts against planned targets and actual results while providing detailed root-cause breakdowns of underlying drivers. • Planning & Capacity Modeling: Partner with Finance to construct the annual customer renewal and retention model, setting historical baselines, target assumptions, and segment-level forecasts. Build data-driven headcount, coverage-ratio, and capacity models linked directly to book-of-business segmentation. • Customer Health & Early Warning Systems: Design, refine, and maintain the organization’s customer health scoring model, risk telemetry, and predictive churn analyses to proactively flag accounts at risk. • Analytics Requirements & Data Governance: Define customer organization reporting requirements across Salesforce, the enterprise data warehouse, and