Sr. Manager, Customer Success Analytics (Remote)

CrowdStrike is a global leader in cybersecurity dedicated to stopping breaches and redefining modern security with an advanced AI-native platform. They are seeking a Senior Manager to lead the Customer Success Analytics team, focusing on transforming complex data into actionable business insights and influencing executive-level decisions within a B2B SaaS environment.

Responsibilities:

• Define and execute the strategic vision for the global Customer Success analytics roadmap to optimize the end-to-end customer lifecycle
• Architect advanced Customer Health and adoption frameworks and models to mitigate churn and proactively drive expansion opportunities
• Serve as a strategic partner to VP level leadership, translating technical data into actionable narratives that influence GTM organizational strategy
• Provide strategic oversight of data architecture and systems integration, ensuring the integrity of the global data pipeline for post-sales reporting
• Lead and mentor a high-performing analytics team, fostering a culture of excellence, data literacy, and self-service innovation across the company
• Drive adoption of self-serve analytics tools including Tableau dashboards and improve data literacy for Customer Success Managers and Customer Support Managers
• Collaborate cross-functionally to ensure alignment of key KPIs and standardized metric definitions across the post-sales organization

Requirements:

• 10+ years of experience in Business Intelligence or Analytics, with customer success domain expertise and significant tenure in leadership roles within high-growth B2B SaaS organizations
• Deep understanding of SaaS metrics such as ARR, NRR, GRR, Churn (Logo & Dollar), and Customer Lifetime Value (CLV)
• Deep proficiency in data architecture principles and engineering oversight, including Snowflake, BigQuery, and ETL/ELT pipeline management
• Proficiency in SQL to query data, perform ad hoc analysis, and troubleshoot data quality issues
• Advanced experience with modern BI tools (Tableau, CRM Analytics) used to deliver enterprise-grade visualization solutions
• Superior executive communication skills with a proven track record of influencing VP-level stakeholders through data-driven storytelling
• Demonstrated ability to lead organizational change and drive cross-functional alignment on KPIs across Sales, Product, and Support
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
• BS/BA degree in related discipline (e.g. Informatics, Computer Science, Economics, or Business) Masters degree preferred
• Experience in analytics at a B2B security company
• Experience creating training materials and designing an analytics enablement strategy