Customer Success & Growth Data Analytics Manager

Packsize is an automation company focused on improving packaging processes. They are seeking a Customer Success & Growth Data Analytics Manager to support the design and management of customer data, develop dashboards, and enhance data infrastructure to drive decision making and growth.

Responsibilities:

• Support the design of how the CS organization views, interprets, and manages our customer data (from CSAT to profit margin)
• Develop, own, and maintain customer success dashboards, reporting, data repositories
• Develop, own, and maintain customer risk targets (e.g., Retention Health scores, risk predictors and thresholds)
• Create ad-hoc reporting for specific projects, customer accounts, or other initiatives
• Scale our data & insights infrastructure and knowledge; we want to extract actionable insights from CS data to drive decision making and growth
• Create data dictionaries, playbooks, and data integrity outlines to be used across the CS org
• Continuously improve data ecosystem- data integrity, visibility, and forecasting
• Partner closely with CS leaders, IT, Finance, Data & Analytics and Salesforce teams and manage relationships

Requirements:

• 5+ yrs experience working in analytics, reporting, & technology, ideally close to or in customer success organizations
• Proficiency working with SQL and visualization tools (Salesforce, Domo, PowerBI) to extract, analyze, and present data that support customer and business goals
• Proficiency working with Salesforce. Comfortable operating as a 'citizen developer'
• Ability to draw out insights from data and craft a compelling story in well-structured ways
• Expertise in communication and presentation skills; comfort interacting with executives and leadership
• Strong understanding of Customer Success fundamentals
• Ability to lead cross-functional teams, navigate complex projects, and influence when needed
• Excited about solving problems with a lot of ambiguity