Senior Manager, CS Data & Analytics
Boston · USD 145,000-232,000 · 2+ years experience · Hybrid · Posted Oct 5, 2026
At a glance
- Experience
- 2+ years experience
- Workplace
- Hybrid
- Location
- Boston
- Salary
- USD 145,000-232,000 · Base salary
About the role
- The Senior Manager, Customer Success & Experience Analytics will partner with CS leadership to shape organizational understanding of performance and customer experience. This player-coach role leads a team of two analysts and focuses on connecting data across Care, Onboarding, Enablement, and Product to drive business insights.
Responsibilities
- Own the tools and mechanisms for the weekly Customer Success Business Review.
- Lead analytics for Customer Experience and Voice of the Customer programs.
- Develop reporting, insights, and recommendations to improve customer experience.
- Analyze unstructured data including survey verbatims and contact transcripts.
- Measure the impact of training, self-service content, and in-product guidance.
- Design test-and-control measurement frameworks for customer education programs.
- Grow and mentor a team of analysts.
- Manage a transparent intake and prioritization process for analytics requests.
- Partner with data engineering on the CS data model rebuild.
- Collaborate with the Applied AI & Data Science lead to frame problems for modeling.
Requirements
- 8+ years of experience in analytics, BI, or data science.
- 2+ years of experience leading analysts.
- Track record of owning recurring executive business reviews.
- Hands-on experience extracting insights from unstructured data.
- Working comfort with statistics and experimental design.
- Strong SQL skills.
- Fluency with a modern data stack (Snowflake, Hex, dbt, or equivalent).
- Hands-on experience using AI for analytics.
- Direct experience with customer success, customer experience, or support data.
- Ability to translate analysis into clear recommendations for senior leaders.
Preferred qualifications
- Experience measuring training, enablement, or customer adoption programs.
- Experience with text analytics or topic modeling.
- Strong point of view on modeling operational inputs to outcomes like NPS.
Workplace
- Hybrid role requiring 2 days per week in the Boston office.
Skills
- SQL
- Snowflake
- Hex
- Dbt
- Data Visualization
- Statistics
- Experimental Design
- Text Analytics
- Topic Modeling
- AI Tools
