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Customer Insights & Strategy Manager
Location
United States
Posted
4 days ago
Salary
$127.8K - $194.6K / year
No structured requirement data.
Job Description
Role Description
This role is designed for a strategic and analytical professional passionate about transforming customer feedback into actionable business insights. As a key contributor within the Voice of the Customer and Customer Experience ecosystem, you will connect customer sentiment, satisfaction data, and operational insights to measurable business outcomes. You will help leadership understand how customer experience influences retention, revenue, and operational efficiency. By building analytical frameworks and executive-ready reporting, you will enable data-driven prioritization across teams. This role offers high visibility across multiple departments, including Sales, Support, Product, and Operations. It is an excellent opportunity for someone who thrives at the intersection of analytics, strategy, and customer experience.
- Develop and maintain analytical frameworks linking CSAT and Voice of the Customer insights to key outcomes such as retention, expansion, and revenue impact.
- Analyze cost-to-support metrics across product areas and contact channels in collaboration with Support Operations teams.
- Produce executive-level reports and quarterly insights on customer experience performance and operational cost drivers.
- Establish a structured operating cadence with Sales and cross-functional teams to surface and prioritize customer-impacting issues.
- Improve CSAT survey strategy by optimizing sampling, delivery mechanisms, and measurement quality.
- Translate qualitative customer feedback into quantitative insights that inform strategic decisions and investment priorities.
- Partner with cross-functional leaders to transform insights into actionable recommendations and business tradeoffs.
Qualifications
- 8+ years of experience in customer insights, analytics, strategy, or operations roles within a SaaS or technology environment.
- Proven ability to convert qualitative customer feedback into structured, data-driven analysis.
- Strong experience synthesizing complex datasets into clear narratives that influence decision-making.
- Experience building analytical frameworks that guide prioritization, planning, and investment decisions.
- Proficiency in data analysis tools such as SQL, Excel, and business intelligence platforms.
- Experience collaborating with cross-functional teams including Customer Support, CX, Operations, or Product.
- Strong communication skills with the ability to present insights to senior stakeholders and leadership teams.
- Analytical problem-solving mindset with a focus on driving actionable outcomes and operational improvements.
Benefits
- Competitive salary range depending on location and experience (approximately $127,800 – $194,600 USD).
- Comprehensive health, dental, and vision insurance coverage.
- Retirement savings plan and financial wellness programs.
- Flexible work environment with remote work opportunities.
- Generous paid time off and work-life balance initiatives.
- Opportunities for professional growth, leadership exposure, and strategic project ownership.
- Collaborative environment focused on innovation, data-driven decision-making, and customer impact.
Job Requirements
- 8+ years of experience in customer insights, analytics, strategy, or operations roles within a SaaS or technology environment.
- Proven ability to convert qualitative customer feedback into structured, data-driven analysis.
- Strong experience synthesizing complex datasets into clear narratives that influence decision-making.
- Experience building analytical frameworks that guide prioritization, planning, and investment decisions.
- Proficiency in data analysis tools such as SQL, Excel, and business intelligence platforms.
- Experience collaborating with cross-functional teams including Customer Support, CX, Operations, or Product.
- Strong communication skills with the ability to present insights to senior stakeholders and leadership teams.
- Analytical problem-solving mindset with a focus on driving actionable outcomes and operational improvements.
Benefits
- Competitive salary range depending on location and experience (approximately $127,800 – $194,600 USD).
- Comprehensive health, dental, and vision insurance coverage.
- Retirement savings plan and financial wellness programs.
- Flexible work environment with remote work opportunities.
- Generous paid time off and work-life balance initiatives.
- Opportunities for professional growth, leadership exposure, and strategic project ownership.
- Collaborative environment focused on innovation, data-driven decision-making, and customer impact.
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