Customer Change Management & Communications Manager

Location: Florham Park, New Jersey, United States; hybrid workplace with regular attendance in the office.

Company

Dun & Bradstreet is hiring for a customer change management and communications role supporting customer-impacting initiatives.

What you will do

• Program-manage complex customer-impacting changes from Product, Data, Analytics, Technology, Commercial, Legal, and Strategic Initiative teams.
• Design and govern a centralized customer change intake and funnel framework, including impact assessments, usage data, customer actions, support models, and readiness checkpoints.
• Build customer enablement plans, communication strategies, support models, escalation paths, and success criteria for each initiative.
• Translate complex technical, product, and data changes into customer messaging, talk tracks, playbooks, FAQs, and scenario guides.
• Coordinate communication, training, and adoption content across Customer Success, Sales, Product, Legal, Marketing, Digital CSM, and Client Learning & Adoption teams.
• Define program metrics covering customer awareness, action completion, CSM and AE readiness, retention, and adoption impact.

Requirements

• Bachelor’s degree in Communications, Business, Marketing, Change Management, Organizational Development, or a related field.
• 5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines.
• Experience developing and executing customer-facing communication programs across email, in-app, community, and digital channels.
• Strong program and project management, written and verbal communication, analytical, problem-solving, and collaboration skills.
• Experience working with Product, Legal, Marketing, Customer Success, and Sales in a matrixed environment.
• Fluency in English and regular attendance at the office are required.

Nice to have

• Prosci, ACMP, or equivalent change management certification.
• Experience with Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar CRM and marketing automation platforms.
• Familiarity with Qualtrics, CustomerGauge, or similar Voice of Customer platforms.
• Experience with AI-enabled content creation and automation tools.

Culture & Benefits

• Full-time employee position with a hybrid work arrangement.
• Work may occasionally include day, evening, or weekend hours.
• Role involves handling pressure, stressful conditions, conflict resolution, and office events.
• Continuous learning through courses, programs, and relationships with stakeholders, experts, colleagues, and mentors.