Customer Insights Strategy Partner

Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

The Customer Insights and Strategy Partner leads customer intelligence work for existing partners and merchants, delivering insights and recommendations that shape account plans and product direction. Facilitates research and briefing cycles to improve customer experience and revenue outcomes.

We are looking for a Customer Insights Strategy Partner who will:

• Partner with Customer Success, Solutions, Marketing, Data Science, and Sales Enablement to embed Voice of Customer (VOC) insights and merchant behavior patterns into Quarterly Business Reviews (QBRs), enablement strategies, and account playbooks, so that sales can proactively influence account outcomes and ensure alignment with product and go-to-market priorities
• Build Key Performance Indicator (KPI) frameworks and diagnostic analyses for partners and merchants, across usage, tickets, behavior, and payments performance, so that root causes and up-sell/cross-sell opportunities are quantified.
• Deliver monthly/quarterly intelligence briefings specific to existing partners and merchants to cross-functional leaders with scenario-based recommendations, so that actions improve experience and revenue realization.
• Champion payment enhancement business cases using value modeling and competitive scans, so that investment decisions are evidence-based.
• Translate insights into Go-to-Market (GTM) playbooks and QBRs with Enablement/Channel partners, so that teams execute with clarity and consistency.
• Maintain advanced Forte knowledge by mapping workflows, products, and services to pain points, so that recommendations are feasible and adoption friendly.
• Design and maintain centralized systems for capturing, categorizing, and reporting customer intelligence and feedback by collaborating with Sales Enablement and Data Science teams, so that insights are accurate, accessible, and actionable across the organization.
• This job requires domestic and/or international travel up to 20%.

Is this opportunity right for you? We are looking for candidates who:

• Bachelor’s in Business Administration, Business Analytics, Finance, or Marketing; Master’s in Business Analytics or Applied Statistics preferred.
• 5+ years in a customer-facing role with experience in Customer Success, Sales Enablement, Strategic Insights, Product Marketing, or Business Analysis within fintech or payment processing environments.
• Experience analyzing large and varied data sets using tools such as Excel, Power BI, Salesforce, ZoomInfo, Dun & Bradstreet, or Microsoft Dynamics to synthesize insights into business recommendations

Preferred

• Experience with CSG Forte platforms or comparable payments platforms.
• Familiarity with payment processing solutions, direct merchants, and channel sales structures.
• Background in customer community building and online forum engagement strategy.

Knowledge, Skills and Abilities

• Proven ability to analyze large and varied data sets using Excel, Power BI, or similar tools, and synthesize insights into business recommendations.
• Deep understanding of the payments industry, including knowledge of merchant onboarding, transaction flows, surcharge/convenience fee models, and compliance (e.g., PCI).
• Strong presentation and communication skills, capable of influencing decisions and collaborating across cross-functional teams and external partners.
• Demonstrated ability to independently lead initiatives and manage customer-facing programs (e.g., CABs, VOC, enablement efforts).
• Track record of driving improvements in customer retention, NPS, and upsell/cross-sell initiatives through data-backed insights.
• Experience engaging in product lifecycle development and customer usability testing.
• Self-starter who thrives in a dynamic, data-driven environment.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date