Overview In this role you will provide data-driven insights to guide Customer Success Strategy, partnering with regional leadership to drive growth and efficiency. You will monitor key metrics, analyze trends, and translate findings into actionable plans across NA and LATAM. You will collaborate with global teams to ensure consistent best practices and support executive decision-making. This is a high-impact, cross-functional role that shapes how Customer Success scales in a fast-growing SaaS environment.
Compensation / Benefits- Paid Time Off
- Paid Parental Leave
- Full Health Benefits Plans
- Retirement Plans
- Learning and Development
- Compassionate Care Leave
Responsibilities- Provide thought leadership on data and actionable insights to stakeholders across Customer Success
- Monitor region-specific metrics and highlight focus areas based on trends
- Conduct recurring and ad hoc analyses to identify root causes and drive decision-making
- Communicate performance insights and recommendations to drive improvement
- Present key metrics to cross-functional stakeholders to influence actions (upsell, programs, etc.)
- Identify inefficiencies, implement solutions, and track productivity, processes, and tools
- Create and monitor risk indicators from multiple data sources and plan mitigations
- Produce weekly, monthly, and quarterly reports and respond to ad hoc data requests
- Coordinate between global success operations and regional leadership to share knowledge and align programs
- Develop executive presentations (e.g., Quarterly Business Reviews) with CS Leaders
- Own fiscal year planning for CS (headcount, territory carving, quota allocation, new segments)
Key requirements- Bachelor's degree
- 8+ years in customer-facing or sales roles within a management consultancy/tech company
- Experience leveraging AI tools to analyze data and improve processes
- Experience building reports, metrics, and dashboards using Salesforce and BI tools and Advanced Excel
- Willingness to travel 15%
- strong communication across geographies
- compelling storytelling with data
- attention to detail and organization
- Salesforce
- BI tools
- Advanced Excel
