Customer Analytics Manager

We're looking for a dynamic and data-driven individual to join our Customer Success team. Reporting to the Director of Customer Success, you will own the Customer Lifecycle strategy, planning, and directly impact our customer’s success.

Requirements

• Own the operational backbone of our customer journey, from assisting with onboarding and off-boarding processes to ensuring top-notch data hygiene across our systems.
• Design the 'Success Plans' and playbooks that our CSMs use to drive renewals and expansions.
• Be a master of data, utilizing your analytical skills with tools like Gainsight, Zendesk Explore, Sigma, and similar platforms to build and manage dashboards, drive insights, and create impactful reports.
• Support our Customer Success Managers by preparing Quarterly Business Review (QBR) decks and documentation, and managing SLA credit tracking.
• Play a key role in gathering customer feedback by administering and distributing NPS and CSAT surveys.

Benefits

• Industry competitive pay
• Restricted Stock Units in a fast growing, well-funded technology company
• Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance, short-term and long-term disability
• Teladoc
• 401(k) with a 100% match up to 4% of salary
• Generous paid time off and holiday schedule
• Cell phone reimbursement
• Tuition reimbursement
• Subscription to the Calm app
• MetLife Legal
• Company paid commuter benefit; $300/month