Customer Insights & Strategy Manager

Jobgether

7d

About The Position

This role offers the opportunity to transform customer feedback and experience data into actionable insights that drive strategic decisions across the organization. You will work closely with senior leaders to connect Voice of the Customer and satisfaction metrics to tangible business outcomes, including retention, revenue, and operational efficiency. The position blends analytics, strategy, and cross-functional collaboration, giving you the ability to influence investments and prioritize initiatives based on customer impact. You will build executive-ready reporting, frameworks, and measurement approaches that shape how customer experience drives growth. This role requires a balance of analytical rigor, strategic thinking, and excellent communication to translate complex insights into clear business recommendations. You’ll operate in a dynamic environment, influencing multiple teams and having a visible impact on the organization’s customer-focused strategy.

Requirements

• 8+ years of experience in customer insights, analytics, strategy, or operations, ideally within a SaaS organization.
• Proven ability to translate qualitative customer feedback into quantitative analysis.
• Experience building analytical frameworks that support prioritization and investment decisions.
• Proficiency in data analysis and reporting tools such as SQL, Excel, and BI platforms.
• Strong experience working cross-functionally with Support, CX, Operations, or Product teams.
• Ability to synthesize complex insights into clear narratives for senior stakeholders.
• Strong problem-solving skills with a bias toward actionable recommendations.
• Experience leading internal change management initiatives.
• Bachelor’s degree in a relevant field or equivalent practical experience.

Nice To Haves

• familiarity with cost-to-serve models
• CSAT/NPS linkage to retention or revenue
• survey design
• customer research methodologies

Responsibilities

• Develop and maintain frameworks linking customer satisfaction (CSAT) and Voice of the Customer (VOC) insights to retention, expansion, and revenue impact.
• Quantify cost-to-support by product area and contact channel in partnership with operations teams.
• Produce quarterly executive-level reporting on customer experience, satisfaction drivers, and operational impact.
• Establish and maintain regular operational cadences with cross-functional teams to surface, track, and prioritize customer-impacting issues.
• Drive improvements in CSAT survey strategy, including sampling, delivery, and measurement quality.
• Collaborate with cross-functional partners to translate insights into actionable recommendations and advocacy efforts.
• Partner with leaders across the business to ensure customer experience investments are prioritized for maximum impact.

Benefits

• Competitive salary, depending on US region: $127,800–$194,600 USD.
• Comprehensive health, dental, and vision benefits.
• Paid time off, vacation, and holidays.
• Equity opportunities.
• Professional development support and learning resources.
• Flexible working arrangements and remote options, depending on zone.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level