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Role Description

The Sr. Manager, Customer Data Strategy is a proven leader responsible for partnering with other Customer Success leadership in scaling the customer success organization. This role oversees the governance, delivery, and continual enhancement of CS metrics, dashboards, segmentation models, and cross‑platform data integrations. As a senior people leader, this role is responsible for developing high‑performing analytics talent, driving operational excellence, and ensuring CS teams have unified, trusted, actionable data to guide customer outcomes and business decisions.

Responsibilities

• Own and lead the Customer Data Strategy Program, ensuring alignment to CS strategy, operating rhythms, and enterprise priorities.
• Lead, coach, and develop a high-performing analytics and visualization team, including hiring, performance management, talent planning, and career development.
• Drive governance of CS metrics, maintaining a trusted CS Metrics Canon with clear definitions, ownership, validation rules, and documented standards.
• Oversee the full CS dashboard portfolio, ensuring high-quality UX, accuracy, continuous improvement, standardization, and appropriate retirement of outdated assets.
• Lead data-integration initiatives assessing potential tools and connecting CS data to Customer Success platforms and tools (e.g., Salesforce, Gainsight, internal CS systems), increasing automation, data freshness, and insight accessibility.
• Publish and manage the quarterly roadmap for CS metrics, dashboards, and data governance initiatives, including risks, dependencies, milestones, and cross-functional alignment.
• Ensure timely monthly performance metric updates, coordinating with corporate analytics, platform teams, and data engineering partners.
• Own CS coverage and segmentation model governance, partnering with analytics and business stakeholders to ensure ongoing accuracy, change control, and adoption.
• Oversee documentation of data sources, lineage, transformations, schema impacts, and governance controls to maintain high data quality and reporting stability.
• Partner with Communications and Enablement to deliver release notes, training, and adoption materials; maintain SOPs and knowledge assets for all CS data products.

Qualifications

• Bachelor’s degree in Business, Data Analytics, Information Systems, or related field.
• 5+ years in program management, analytics, data governance, or related disciplines.
• Experience in Customer Success operations, CS/CX analytics, or complex SaaS data environments.
• Demonstrated success leading teams, including hiring, coaching, and performance management, ideally with experience managing fully remote teams in other time zones and countries.
• Experience collaborating with BI, data engineering, or analytics product teams.
• Proven ability to drive cross-functional initiatives without direct authority.
• Strong communication and presentation skills for executive, business, and technical audiences.

Knowledge/Skills/Abilities

• Strong technical program leadership (roadmapping, risk management, dependency orchestration).
• Proficiency with Power BI and similar visualization tools.
• Knowledge of data governance, lineage, metadata, and data quality practices.
• Ability to influence and drive clarity in complex, cross-functional environments.
• Understanding of Customer Success metrics, segmentation, coverage models, and health scoring frameworks.
• Talent development and people leadership capabilities.
• Strong proficiency in data analysis and visualization techniques.
• Strong ability to leverage data in driving actionable insight and evaluating impact.
• Ability to present complex information in an understandable and compelling manner.
• Experience managing several projects simultaneously under tight deadlines.
• Ability to work closely with all levels of the organization, to elicit cooperation from a wide variety of sources, including management, executives, and others.

Physical Demands and Working Conditions

• Regular computer use, review of detailed information, virtual collaboration across time zones, and engagement with global teams.
• Vision requirements include close vision, color differentiation, and focus adjustment.

Pay Range

USD $105,800.00 - USD $180,200.00 /Yr.