Customer Insights & Strategy Manager
Role DescriptionAs a Customer Insights & Strategy Manager focused on the Voice of the Customer (VOC) and Customer Experience (CXS) organization, you will translate customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business.This role sits at the intersection of customer insights, analytics, and strategy, with a strong emphasis on connecting customer experience to measurable business outcomes such as cost, retention, and revenue impact.You’ll play a critical role in shaping how customer insights influence decisions at scale. You’ll gain exposure to senior leaders across multiple teams, build high-visibility analytical frameworks, and help define how customer experience investment is prioritized across the organization.Responsibilities
Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact
Quantify cost-to-support by product area and contact channel in partnership with Support Operations
Produce quarterly, executive-ready reporting on customer experience and cost drivers
Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues
Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality
Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements
Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs
Requirements
8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
Demonstrated ability to translate qualitative customer feedback into quantitative analysis
Ability to synthesize data into clear narratives that inform prioritization and decision-making
Experience building analytical frameworks that inform prioritization or investment decisions
Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
Experience working cross-functionally with Support, CX, Operations, or Product teams
Ability to communicate complex insights clearly to senior stakeholders
Strong problem-solving skills with a bias toward action and decision enablement
Ability to lead internal change management efforts
Preferred Qualifications
Familiarity with customer support metrics, cost-to-serve models, or operational analytics
Experience linking CSAT or NPS to retention, churn, or revenue outcomes
Exposure to experimentation, survey design, or customer research methods
Bachelor’s degree in a relevant field (or equivalent practical experience)
CompensationIreland Pay Range€85.400—€115.600 EUR
Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact
Quantify cost-to-support by product area and contact channel in partnership with Support Operations
Produce quarterly, executive-ready reporting on customer experience and cost drivers
Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues
Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality
Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements
Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs
Requirements
8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
Demonstrated ability to translate qualitative customer feedback into quantitative analysis
Ability to synthesize data into clear narratives that inform prioritization and decision-making
Experience building analytical frameworks that inform prioritization or investment decisions
Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
Experience working cross-functionally with Support, CX, Operations, or Product teams
Ability to communicate complex insights clearly to senior stakeholders
Strong problem-solving skills with a bias toward action and decision enablement
Ability to lead internal change management efforts
Preferred Qualifications
Familiarity with customer support metrics, cost-to-serve models, or operational analytics
Experience linking CSAT or NPS to retention, churn, or revenue outcomes
Exposure to experimentation, survey design, or customer research methods
Bachelor’s degree in a relevant field (or equivalent practical experience)
CompensationIreland Pay Range€85.400—€115.600 EUR