Head of Customer Analytics

About the role

The Head of Customer Analytics leads the global analytics function, delivering high‑quality insight, governing data and optimising the CX technology ecosystem to support retention, adoption and overall customer satisfaction.

Key responsibilities

• Lead the global Customer Analytics framework and deliver insight across the customer lifecycle.
• Own the global CX KPI framework, standardise metrics and produce executive‑ready dashboards.
• Govern customer data across CX systems, ensuring data integrity and alignment with CRM, product and finance platforms.
• Oversee account provisioning to ensure subscription terms and configurations match commercial agreements.
• Manage the CX technology ecosystem, including ticketing, knowledge base, AI chatbot, outbound communication tools and customer portals.

Required profile

• Significant experience in customer analytics, CX operations or revenue operations within a B2B SaaS environment.
• Proven track record partnering with Customer Success teams to drive retention, adoption and lifecycle health.
• Experience leading global or multi‑region analytics teams.
• Strong understanding of subscription business models and lifecycle economics.

Required skills

• CRM systems
• CX platforms
• Ticketing tools
• AI chatbot solutions
• Customer portal systems
• Data integration across multiple platforms