Senior Manager, Customer Success Analytics

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the strategic vision for the global Customer Success analytics roadmap aimed at enhancing the entire customer lifecycle.

• Design advanced frameworks and models for Customer Health and adoption to reduce churn and actively promote expansion opportunities.

• Act as a strategic collaborator with VP-level leadership, converting technical data into actionable insights that shape go-to-market organizational strategy.

• Oversee the data architecture and systems integration strategically, ensuring the reliability of the global data pipeline for post-sales reporting.

• Lead and mentor a high-performing analytics team, cultivating a culture of excellence, data literacy, and self-service innovation within the organization.

• Promote the use of self-service analytics tools, such as Tableau dashboards, to enhance data literacy among Customer Success Managers and Customer Support Managers.

• Work collaboratively across departments to align key KPIs and standardize metric definitions throughout the post-sales organization.

⛳️ Requirements

• Over 10 years of experience in Business Intelligence or Analytics, with expertise in the customer success domain and significant experience in leadership roles within high-growth B2B SaaS companies.

• Thorough understanding of SaaS metrics, including ARR, NRR, GRR, Churn (Logo & Dollar), and Customer Lifetime Value (CLV).

• Extensive knowledge of data architecture principles and engineering oversight, including experience with Snowflake, BigQuery, and ETL/ELT pipeline management.

• Strong proficiency in SQL for querying data, performing ad hoc analysis, and resolving data quality issues.

• Advanced experience with modern BI tools (Tableau, CRM Analytics) used to provide enterprise-level visualization solutions.

• Excellent executive communication skills with a proven ability to influence VP-level stakeholders through data-driven storytelling.

• Demonstrated capacity to lead organizational change and achieve cross-functional alignment on KPIs across Sales, Product, and Support teams.

• Proven experience in leveraging AI technologies to improve decision-making, streamline workflows, enhance efficiency, and drive business outcomes.

• Bachelor’s degree in a related field (e.g., Informatics, Computer Science, Economics, or Business); a Master’s degree is preferred.

• Proven experience in utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business outcomes.

🏝️ Benefits

• Market leader in compensation and equity awards

• Comprehensive physical and mental wellness programs

• Competitive vacation and holidays for recharge

• Paid parental and adoption leaves

• Professional development opportunities for all employees, regardless of level or role

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to foster connections

• Vibrant office culture with world-class amenities

• Great Place to Work Certified™ across the globe