Sr. Manager CX Data and Insights
Core
Senior data analyst acting as a trusted advisor to CX leadership, bridging complex datasets with strategic execution to drive data-driven decisions for post-sales strategy.
Role type
Senior IC quantitative analyst (strategy & operations)
Builds
Prescriptive data-backed guidance, impact measurement models for GRR/NRR, and unified views of the post-sales ecosystem.
Domain
B2B SaaS Customer Experience (CX) and Post-Sales Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Strategic business analysis, Lifecycle & churn analytics, Impact modeling (GRR/NRR), Production-level SQL, Data warehousing (Snowflake), Multi-source data mapping, Generative AI for coding/automation, Stakeholder management
Preferred skills
Experience in high-growth B2B SaaS, Deep understanding of customer success lifecycles and health scoring, Systems mastery (Salesforce, Gainsight, Gong)
Technologies
Snowflake, Salesforce, Gainsight, Gong, LLMs (ChatGPT, Claude, Gemini)
Responsibilities
Partner with CX directors to deliver prescriptive data-backed guidance for strategic planning; Analyze customer health scores and support trends to identify churn drivers; Design and execute impact measurement models for gross retention and net revenue retention; Lead quantitative analysis for special projects like account carves and territory balancing; Write high-performance SQL queries to manipulate complex datasets; Serve as liaison to Enterprise Data & Analytics to standardize metric definitions
Seniority
Senior, hands-on IC
