Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact
Quantify cost-to-support by product area and contact channel in partnership with Support Operations
Produce quarterly, executive-ready reporting on customer experience and cost drivers
Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues
Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality
Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements
Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs

8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
Demonstrated ability to translate qualitative customer feedback into quantitative analysis
Ability to synthesize data into clear narratives that inform prioritization and decision-making
Experience building analytical frameworks that inform prioritization or investment decisions
Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
Experience working cross-functionally with Support, CX, Operations, or Product teams
Ability to communicate complex insights clearly to senior stakeholders
Strong problem-solving skills with a bias toward action and decision enablement
Ability to lead internal change management efforts

Customer Insights – Strategy Manager

Key skills