Manager, CS Operations Reporting & Analytics

ModMed • Remote-FL, FL

3d • Hybrid

About The Position

The Manager, CS Reporting and Analytics leads a team responsible for delivering reporting, dashboards, and analytics that provide visibility into Customer Success performance. This role oversees the development and maintenance of operational metrics, reporting frameworks, and analytical insights that support decision-making across the Customer Success organization. The Manager partners with CS leadership to ensure reporting solutions align with business needs and support operational efficiency and performance improvement.

Requirements

• Bachelor's degree (Management Information Systems, Business Administration, Economics, Finance, Statistics). Masters is a plus but not required.
• 5+ years of experience in analytics, reporting, or operations analysis and at least 2 years of management experience.
• Advanced skills in Salesforce, Microsoft Excel or Google Sheets (Logical formulas, Lookups, Pivot Tables).
• Experience with BI tools such as Power BI, Domo, and Databricks.
• Experience working in SaaS or technology organizations.
• Experience supporting Customer Success or services organizations.

Nice To Haves

• Masters is a plus but not required.

Responsibilities

• Oversee analysts who design, develop, and deliver operational reporting, dashboards, and analytics that support Customer Success leadership.
• Ensure operational metrics and reporting frameworks provide visibility into CS performance.
• Oversee development of dashboards and reports using systems such as Salesforce, BI tools, and operational data platforms.
• Ensure timely delivery of recurring KPI reporting and analytical insights.
• Validate reporting accuracy and data integrity.
• Manage and develop a team of Business Operations Analysts responsible for CS reporting and analytics.
• Provide guidance and prioritization for analytics projects and reporting initiatives.
• Coach analysts on analytical techniques, reporting best practices, and stakeholder engagement.
• Support professional development and performance management of analysts.
• Ensure team workload is aligned to organizational priorities.
• Partner with Customer Success leadership and operational teams to translate business needs into reporting and analytics solutions.
• Work with CS Operations, Professional Services, Account Management, and Support leadership to define reporting needs.
• Translate operational questions into analytical requirements.
• Ensure reporting solutions support operational decision-making and performance management.
• Improve reporting processes, operational metrics, and analytics capabilities.
• Identify opportunities to improve reporting automation and reporting workflows.
• Standardize KPI definitions and reporting methodologies.
• Ensure reporting processes support operational scaling.
• Communicate reporting results and operational insights to leadership.
• Present reporting outputs and trends to CS leadership.
• Provide insights and recommendations based on operational data.
• Ensure leaders understand the meaning and implications of performance metrics.

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

What This Job Offers

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