Sr. Manager, Customer Success Analytics (Remote)
$145,000–$220,000 year
RemoteUnited States
Job Summary
Define and execute the strategic vision for the global Customer Success analytics roadmap to optimize the end-to-end customer lifecycle. Architect advanced Customer Health and adoption frameworks to mitigate churn and proactively drive expansion opportunities. Serve as a strategic partner to VP-level leadership, translating technical data into actionable narratives that influence GTM organizational strategy. Provide strategic oversight of data architecture and systems integration, ensuring the integrity of the global data pipeline for post-sales reporting. Lead and mentor a high-performing analytics team while driving adoption of self-serve analytics tools including Tableau dashboards. Collaborate cross-functionally to ensure alignment of key KPIs and standardized metric definitions across the post-sales organization. This role bridges deep technical data engineering with high-level business strategy within a large-scale B2B SaaS environment, focusing on AI-native platform evolution.
Required Qualifications
- 10+ years of experience in Business Intelligence or Analytics
- customer success domain expertise
- significant tenure in leadership roles within high-growth B2B SaaS organizations
- Deep understanding of SaaS metrics such as ARR, NRR, GRR, Churn (Logo & Dollar), and Customer Lifetime Value (CLV)
- Deep proficiency in data architecture principles and engineering oversight
- including Snowflake
- BigQuery
- and ETL/ELT pipeline management
- Proficiency in SQL
- Advanced experience with modern BI tools (Tableau, CRM Analytics)
- Superior executive communication skills
- Demonstrated ability to lead organizational change
- drive cross-functional alignment on KPIs across Sales, Product, and Support
- Proven experience utilizing AI technologies to enhance decision-making
- streamline workflows and processes
- improve efficiency and drive business outcomes
- BS/BA degree in related discipline (e.g. Informatics, Computer Science, Economics, or Business)
Desired Qualifications
- Masters degree preferred
- Experience in analytics at a B2B security company
- Experience creating training materials
- designing an analytics enablement strategy
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.