Customer Insights & Strategy Manager
Operations
Excel
WFA Digital Insight
As demand for data-driven decision making grows, customer insights professionals are in high demand. With 8+ years of experience in SaaS, you'll leverage your analytical skills to drive business outcomes at Dropbox. Notably, Dropbox's commitment to customer experience makes this role a standout, but candidates should be prepared to demonstrate their ability to translate complex data into actionable insights.
Job Description
About the Role
As a Customer Insights & Strategy Manager, you will be at the forefront of translating customer feedback and satisfaction data into clear business insights. This role sits at the intersection of customer insights, analytics, and strategy, connecting customer experience to measurable business outcomes.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 the Global Sales team to surface, track, and prioritize customer-impacting issues
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
- Experience building analytical frameworks that inform prioritization or investment decisions
- Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
How to Stand Out
- Highlight your ability to work with cross-functional teams, especially in SaaS environments, to stand out in your application.
- Ensure your resume and cover letter showcase specific examples of translating customer insights into business strategies.
- Be prepared to discuss your experience with data analysis tools like Excel and SQL during the interview.
- Prepare examples of how you have used data to drive decision-making and improve customer experience in previous roles.
- When negotiating salary, consider the value your analytical and strategic skills bring to the company, given the current market demand for such expertise.
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