Sr. Manager, Customer Success Analytics (Cybersecurity)

TL;DR

Sr. Manager, Customer Success Analytics (SaaS/Cybersecurity): Leading the evolution of the Customer Success and Support analytics engine to drive global strategy through data-driven insights with an accent on architectural alignment and executive storytelling. Focus on designing advanced Customer Health frameworks, optimizing the end-to-end customer lifecycle, and mitigating churn through predictive modeling.

Location: Must be based in the USA (Remote)

Salary: $145,000 - $220,000 per year

Company

Global leader in cybersecurity that protects organizations using an advanced AI-native platform processing trillions of events daily.

What you will do

• Define and execute the strategic vision for the global Customer Success analytics roadmap to optimize the customer lifecycle.
• Architect advanced Customer Health and adoption frameworks to mitigate churn and identify expansion opportunities.
• Serve as a strategic partner to VP-level leadership, translating complex technical data into actionable GTM narratives.
• Provide strategic oversight of data architecture and global pipelines for post-sales reporting.
• Lead and mentor a high-performing analytics team, fostering data literacy and self-service innovation.
• Drive the adoption of Tableau dashboards and standardize key KPIs across the post-sales organization.

Requirements

• 10+ years of experience in Business Intelligence or Analytics, specifically within high-growth B2B SaaS organizations.
• Deep expertise in SaaS metrics including ARR, NRR, GRR, Churn, and Customer Lifetime Value (CLV).
• Proficiency in SQL and data architecture principles, including Snowflake, BigQuery, and ETL/ELT pipeline management.
• Advanced experience with modern BI tools (Tableau, CRM Analytics) for enterprise-grade visualization.
• Superior executive communication skills with a track record of influencing VP-level stakeholders.
• Proven experience utilizing AI technologies to enhance decision-making and streamline business processes.

Nice to have

• Experience in analytics within a B2B security company.
• Experience creating training materials and designing an analytics enablement strategy.

Culture & Benefits

• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation, holidays, and paid parental/adoption leaves.
• Professional development opportunities regardless of level or role.
• Access to diverse employee networks and a vibrant office culture with world-class amenities.