People Analytics CS Lead US

Crunchr•Boston, MA

3d•Onsite

About The Position

Crunchr is hiring a US Customer Success Lead to own US customer relationships and lead its US Customer Success team. The role is based in Boston and includes direct responsibility for a portfolio of strategic US accounts. The lead advises HR leaders and business stakeholders, helping them define questions, metrics, and analyses and use resulting insights to guide workforce and business decisions. The role leads a US team of two Customer Success Managers and two Data Engineers, coaching them in analytics and HR domain knowledge, setting priorities, and maintaining consistent, high-quality delivery. It works closely with the US Sales team, the VP of Customer Success, and colleagues in Amsterdam, while contributing to global Customer Success processes and practices. The position reports to the VP of Customer Success in Amsterdam. Candidates based in the Greater Boston area are strongly preferred, and the role requires working from the Boston office at least two days per week. Visa sponsorship is not offered.

Requirements

At least 7 years of relevant experience in people analytics, HR analytics consulting, or a customer-facing analytics role, including advising senior HR or business stakeholders.
Deep people analytics expertise, including understanding HR processes and data such as headcount, mobility, attrition, and compensation, and translating them into meaningful metrics and insights.
Experience leading or coaching others, formally or as a team lead; the posting gives 2+ years coaching or managing analysts, consultants, or customer-facing teams as an example.
Strong data fluency, including the ability to reason about data models, data quality, and analysis approaches and to guide and challenge technical colleagues. Programming skills are not required.
Executive presence and experience advising and presenting to HR leaders and business stakeholders, translating complex topics into clear recommendations.
A master's degree or equivalent experience in a quantitative, analytical, or HR-related field, such as econometrics, data science, industrial-organizational psychology, or business analytics.
Actively embrace AI in one's work and help the team do the same.
Share Crunchr's working principles: Think big, Ship small, Win together.
Be based in the Greater Boston area and work from the office at least two days per week.
Be currently authorized to work in the United States without employer sponsorship.

Nice To Haves

Formal experience leading or managing a team.
Hands-on experience with HRIS systems such as Workday or SAP SuccessFactors.
Programming experience in any language.
Experience in a SaaS or scale-up environment.

Responsibilities

Own customer health, adoption, value creation, and retention for US customers.
Advise customers as a senior people analytics partner, helping define questions, metrics, and analyses and turn insights into HR and business decisions.
Lead customer escalations through to resolution.
Partner with the US Sales team on new-customer handovers, renewals, and expansion opportunities.
Lead, coach, and develop the US team of Customer Success Managers and Data Engineers, including regular one-to-ones, goal setting, and performance conversations.
Coach the team on analytics and HR domain knowledge, including workforce planning, attrition, talent acquisition, reward analytics, and how HR data and systems fit together.
Set priorities and maintain consistent delivery quality across the US customer base.
Work with the VP of Customer Success and the Amsterdam team on global processes, standards, playbooks, and tooling.
Bring prioritized customer feedback to Product and Sales.
Actively identify ways to use AI to improve the team's speed, quality, and consistency.