Sr. Manager, Customer Success Analytics (Remote)

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

CrowdStrike’s Customer Success Analytics team is seeking a strategic and visionary Senior Manager to spearhead the evolution of our Customer Success and Support analytics engine. In this high-impact leadership role, you will define the roadmap for turning complex data into transformational business insights, driving global strategy through analytics translation and executive-level storytelling. As a primary advisor to Customer Success executive leadership, you will influence multi-million dollar business decisions and ensure architectural alignment across Sales, Marketing, and Product. We are looking for a transformational leader who bridges the gap between deep technical data engineering and high-level business strategy within a large-scale B2B SaaS environment.

What You’ll Do:

• Define and execute the strategic vision for the global Customer Success analytics roadmap to optimize the end-to-end customer lifecycle.

• Architect advanced Customer Health and adoption frameworks and models to mitigate churn and proactively drive expansion opportunities.

• Serve as a strategic partner to VP level leadership, translating technical data into actionable narratives that influence GTM organizational strategy.

• Provide strategic oversight of data architecture and systems integration, ensuring the integrity of the global data pipeline for post-sales reporting.

• Lead and mentor a high-performing analytics team, fostering a culture of excellence, data literacy, and self-service innovation across the company.

• Drive adoption of self-serve analytics tools including Tableau dashboards and improve data literacy for Customer Success Managers and Customer Support Managers.

• Collaborate cross-functionally to ensure alignment of key KPIs and standardized metric definitions across the post-sales organization.

What You’ll Need:

• 10+ years of experience in Business Intelligence or Analytics, with customer success domain expertise and significant tenure in leadership roles within high-growth B2B SaaS organizations.

• Deep understanding of SaaS metrics such as ARR, NRR, GRR, Churn (Logo & Dollar), and Customer Lifetime Value (CLV).

• Deep proficiency in data architecture principles and engineering oversight, including Snowflake, BigQuery, and ETL/ELT pipeline management.

• Proficiency in SQL to query data, perform ad hoc analysis, and troubleshoot data quality issues.

• Advanced experience with modern BI tools (Tableau, CRM Analytics) used to deliver enterprise-grade visualization solutions.

• Superior executive communication skills with a proven track record of influencing VP-level stakeholders through data-driven storytelling.

• Demonstrated ability to lead organizational change and drive cross-functional alignment on KPIs across Sales, Product, and Support.

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

• BS/BA degree in related discipline (e.g. Informatics, Computer Science, Economics, or Business) Masters degree preferred.

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Bonus Points:

• Experience in analytics at a