Analytics & Metrics Manager – Customer Success

About the role

We are seeking an experienced Analytics & Metrics Manager to lead the Customer Success analytics function. In this role you will guide a team of data analysts, shape KPI frameworks, and build robust data pipelines that turn raw data into actionable insights for our post‑sales lifecycle.

Key responsibilities

• Lead, coach, and develop a team of data analysts, setting objectives and providing regular feedback.
• Define and maintain KPI frameworks for both the analytics team and the business units they support.
• Design, implement, and govern ELT/ETL workflows across CRM (Salesforce), product usage, support, and financial systems.
• Build high‑quality datasets and dashboards that deliver clear, actionable signals to stakeholders.
• Collaborate closely with Customer Success, Sales, Product, and Finance to align analytics with business goals.
• Manage capacity planning, workload distribution, and future headcount needs.
• Ensure data quality, lineage, and governance through thorough documentation.

Required profile

• Proven experience leading analytics or data‑focused teams in a fast‑paced environment.
• Strong ability to translate business questions into measurable metrics.
• Excellent communication skills to influence cross‑functional partners.
• Track record of delivering data‑driven insights that drive business outcomes.

Required skills

• Salesforce (CRM) expertise.
• ETL/ELT workflow design and implementation.
• Data pipeline architecture and dashboard development.