Sr. Manager, Customer Success Analytics (Remote)
About The Position
CrowdStrike's Customer Success Analytics team is seeking a strategic and visionary Senior Manager to spearhead the evolution of our Customer Success and Support analytics engine. In this high-impact leadership role, you will define the roadmap for turning complex data into transformational business insights, driving global strategy through analytics translation and executive-level storytelling. As a primary advisor to Customer Success executive leadership, you will influence multi-million dollar business decisions and ensure architectural alignment across Sales, Marketing, and Product. We are looking for a transformational leader who bridges the gap between deep technical data engineering and high-level business strategy within a large-scale B2B SaaS environment.
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.
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
Nice To Haves
- Experience in analytics at a B2B security company
- Experience creating training materials and designing an analytics enablement strategy
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.
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
- health insurance
- 401k
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
