Job Description:
Customer Success & Growth Data Analytics Manager
About Packsize
Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet.
About the Role
Customer Success (CS) at Packsize is evolving and growing. The CS Strategy & Operations team is a new team within the organization, and we are seeking to hire three new members across strategy, operations, and data & analytics. This person will report to the Director of CS Strategy & Operations, working across CS, IT, Sales, Finance, Marketing, Service Operations, and more.
CS Strategy & Operations is vital to the success of our customers. We ensure operational excellence, unearth customer insights, and are a trusted Executive partner. Continued growth, customer retention, and success are key priorities to the Executive team. Since this is a new team, it is an exciting, entrepreneurial time with the opportunity to build from scratch and chart the org’s future. If you are someone who has built systems from 0-1, enjoys blank space, and can navigate ambiguity, this will be a good fit.
What You'll Do
Support the design of how the CS organization views, interprets, and manages our customer data (from CSAT to profit margin)
Develop, own, and maintain customer success dashboards, reporting, data repositories
Develop, own, and maintain customer risk targets (e.g., Retention Health scores, risk predictors and thresholds)
Create ad-hoc reporting for specific projects, customer accounts, or other initiatives
Scale our data & insights infrastructure and knowledge; we want to extract actionable insights from CS data to drive decision making and growth
Create data dictionaries, playbooks, and data integrity outlines to be used across the CS org
Continuously improve data ecosystem- data integrity, visibility, and forecasting
Partner closely with CS leaders, IT, Finance, Data & Analytics and Salesforce teams and manage relationships
What You'll Bring
5+ yrs experience working in analytics, reporting, & technology, ideally close to or in customer success organizations
Proficiency working with SQL and visualization tools (Salesforce, Domo, PowerBI) to extract, analyze, and present data that support customer and business goals.
Proficiency working with Salesforce. Comfortable operating as a “citizen developer”
Ability to draw out insights from data and craft a compelling story in well-structured ways
Expertise in communication and presentation skills; comfort interacting with executives and leadership
Strong understanding of Customer Success fundamentals
Ability to lead cross-functional teams, navigate complex projects, and influence when needed
Excited about solving problems with a lot of ambiguity
What We Offer
The Base Salary for this role is $125-$140k + Bonus however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.
If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.
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