Senior Manager, Customer Success Analytics

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $145k - $220k / year

⏰ Full Time

🟠 Senior

📉 Data Analyst

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CrowdStrike

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

Cybersecurity • SaaS • Artificial Intelligence

CrowdStrike is a cybersecurity company that provides cloud-based security services to stop breaches. It is recognized as a leader in endpoint protection, identity and cloud security, and managed detection and response. CrowdStrike's platform, Falcon, integrates artificial intelligence to offer real-time visibility, detection, and protection against sophisticated cyber threats. The company is lauded for its effectiveness in securing networks and data, making it a trusted partner for businesses worldwide.

📋 Description

• 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. • Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

🏖️ 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