CS Strategy and Insights Manager

we are seeking a strategic and analytical Customer Success Strategy & Insights Manager to join our CS Operations team. In this role, you will lead strategic initiatives that optimize Customer Success (CS) performance, deliver impactful insights through data, and ensure alignment across global CS processes. Youll be instrumental in driving customer health, retention, and growth by enabling data-driven decision making and fostering operational excellence across the CS organization.

What you will do ..

Customer Success Insights & Analytics
Own and analyze customer data to uncover trends in adoption, engagement, and health. Work closely with CS leadership, Product, Finance, and Revenue Operations to develop insights that drive retention, expansion, and customer satisfaction.

Forecasting & Customer Health Modeling
Support CS leadership with accurate forecasting models related to customer churn, renewal, and expansion. Develop and maintain customer health scoring methodologies to enable proactive risk identification and opportunity tracking.

Executive Reporting & Strategic Planning
Deliver regular executive-level reporting and dashboards that highlight key customer trends, operational metrics, and opportunities for improvement. Help shape the strategic planning process through data-backed recommendations and long-term performance tracking.

Operational Excellence & Global Alignment
Ensure global consistency in CS processes, metrics, and tooling. Identify gaps and lead initiatives to streamline and scale CS operations across regions, ensuring smooth collaboration with cross-functional teams like Sales, Product, and Marketing.

Enablement & Tooling Partnership
Collaborate with Global CS Enablement to ensure teams are equipped with the right tools, insights, and best practices to drive outcomes. Support initiatives around training, playbooks, and knowledge sharing with a strong data foundation.