Sr. Manager CX Data and Insights (Renewals)
Core
Architect global renewals forecast models and predictive churn/risk-scoring matrices to drive post-sales strategy and retention metrics (GRR, NRR) for executive leadership.
Role type
Senior Manager, Customer Experience Data & Insights (Renewals)
Builds
Global ARR retention forecasts, predictive churn risk models, and impact measurement frameworks for post-sales strategy.
Domain
B2B SaaS Customer Success / Post-Sales Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Strategic forecasting, predictive churn modeling, data governance, lifecycle & churn analytics, impact measurement modeling, SQL execution, generative AI for code automation, multi-source data mapping, post-sales domain expertise (GRR/NRR), Salesforce/Gainsight/Gong proficiency
Preferred skills
Experience in high-growth B2B SaaS, stakeholder management, translating technical findings into strategic narratives
Technologies
Snowflake, Salesforce, Gainsight, Gong, LLMs (ChatGPT, Claude, Gemini)
Responsibilities
Own the global renewals forecast model and deliver predictive ARR retention insights; Build advanced risk-scoring matrices based on product usage, support tickets, and billing histories; Lead data hygiene initiatives across Salesforce, data warehouses, and customer success platforms; Partner with CX leadership to deliver prescriptive, data-backed guidance for strategic planning; Analyze customer health scores and support trends to perform deep-dive retrospective analyses on churn drivers; Design and execute impact measurement models to quantify gross retention rate (GRR) improvements and net revenue retention (NRR) gains; Lead quantitative analysis for complex special projects including annual account carves and territory balancing; Write high-performance production-grade SQL queries within Snowflake; Serve as core liaison to Enterprise Data & Analytics team to own downstream data requirements and standardize metric definitions
Seniority
Senior Manager, hands-on IC with strategic advisory scope
