Senior Manager, CX Data and Insights

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

📋 Description

• Collaborate with CX directors, managers, and executive leadership to provide prescriptive, data-driven insights for strategic planning.

• Evaluate customer health scores, product utilization, and support trends to pinpoint factors contributing to churn and contraction.

• Develop and implement impact measurement models to assess improvements in GRR, gains in NRR, and efficiencies in processes.

• Conduct quantitative analysis for annual account distributions, territory adjustments, and customer segmentation strategies.

• Utilize LLMs such as ChatGPT, Claude, and Gemini to create prototypes, automate reporting, and establish streamlined data workflows.

• Harness AI capabilities within Snowflake and business intelligence tools to uncover predictive customer trends.

• Chart data flows across Salesforce, Gainsight, Gong, and Snowflake to formulate a cohesive view of the post-sales ecosystem.

• Write production-ready SQL queries in Snowflake to manipulate and model intricate datasets.

• Manage downstream data needs and standardize metric definitions while acting as a liaison to the ED&A team.

• Convert technical insights into strategic narratives for executive leadership.

• Present quarterly analyses, forward-looking data models, analytics playbooks, and risk assessment models that enhance customer adoption and retention.

⛳️ Requirements

• Over 7 years of experience in Strategy & Operations, Advanced Data Analytics, or Customer Success Operations in a high-growth B2B SaaS setting.

• Highly skilled in utilizing generative AI interfaces for coding, connecting APIs, and automating manual data extraction.

• Advanced skills in production-level SQL.

• Extensive knowledge of Snowflake and data warehousing frameworks.

• Experience in mapping data from multiple sources.

• Profound understanding of post-sales processes, customer success lifecycles, health scoring methodologies, GRR, and NRR.

• Strong practical experience with Salesforce, Gainsight, and Gong.

• Excellent stakeholder management and communication capabilities.

• Demonstrated ability to translate technical findings into concise strategic narratives for executive leadership.

🏝️ Benefits

• Eligibility for bonuses.

• Access to benefits.

• Related incentives.

• Flexible remote work options for part of the week.

• Hybrid work model allowing for in-person connection, collaboration, and learning.

• Reasonable accommodations available for applicants with disabilities and disabled veterans.