Customer Insights & Strategy Manager

8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization

Demonstrated ability to translate qualitative customer feedback into quantitative analysis

Experience building analytical frameworks that inform prioritization or investment decisions

Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)

Experience working cross-functionally with Support, CX, Operations, or Product teams

Familiarity with customer support metrics, cost-to-serve models, or operational analytics

US Zone 1

This role is not available in Zone 1

US Zone 2

$143,800

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$194,600 USD

As a Customer Insights & Strategy Manager focused on the Voice of the Customer (VOC) and Customer Experience (CXS) organization, you will translate customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business.

This role sits at the intersection of customer insights, analytics, and strategy, with a strong emphasis on connecting customer experience to measurable business outcomes such as cost, retention, and revenue impact.

You’ll play a critical role in shaping how customer insights influence decisions at scale.

You’ll gain exposure to senior leaders across multiple teams, build high-visibility analytical frameworks, and help define how customer experience investment is prioritized across the organization.

Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact

Quantify cost-to-support by product area and contact channel in partnership with Support Operations