Customer Experience Measurements and Insights Lead

About the role

This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. This role sits within Customer Experience Operations, reporting to the Senior Director of CX Services & Operational Excellence.

Responsibilities

• Owning and maturing the CX measurement framework: establishing common definitions, data standards, and governance that connect team-level metrics into a shared, reliable view of customer experience.
• Taking end-to-end ownership of iManage's Customer Health Score: refining the methodology in partnership with SMEs, validating inputs against real business outcomes, and evolving the model as our product and customer base change.
• Synthesizing insights across the CX organization: connecting data from CX platforms (including Gainsight and AskNicely), product usage, support (Zendesk), and commercial systems to surface meaningful patterns.
• Translating those patterns into clear narratives that inform decisions at the senior leadership level.
• Acting as the connective layer between CX and the wider business: working cross-functionally with Product, Sales, Engineering, and Finance to align on shared data definitions, creating the contracts and documentation that make CX insights actionable beyond the CX org.
• Ensuring CX data is trusted, well-documented, and accessible: building the processes and reporting standards that allow teams across the organization to interpret customer insights consistently. This includes building and maintaining the dashboards and reports yourself.
• Driving insight-led activation: moving from measurement to action by partnering with team leads to translate what the data shows into concrete initiatives, then tracking whether those initiatives improve outcomes.
• Championing a culture of data-driven decision-making across the Customer Experience team and beyond: serving as the subject-matter expert on CX metrics, measurement gaps, and best practices.

Requirements

• 5–7+ years of experience in data analytics, CX measurement, or customer insights; ideally in a B2B SaaS environment.
• Demonstrable experience building, owning, or significantly improving a customer health model, measurement framework, or CX analytics function.
• A background of strong hands-on data skills: you can define a methodology, pull and validate data, and build a dashboard.
• Experience performing and interpreting statistical analysis, and communicating findings in plain language to senior stakeholders — storytelling is as important as the analysis.
• Prominent ability to build relationships across large, complex organizations.

Qualifications

• Qualified because you have experience with platforms such as Gainsight, Salesforce, Totango in an analytics or reporting context.
• Familiarity with legal tech, professional services technology, or enterprise content management.
• Experience working in or closely with a Customer Success or Professional Services organisation.

Skills

• Data Analytics
• CX Measurement
• Customer Insights
• Statistical Analysis
• Communication
• Relationship Building

Benefits

• Market Competitive Salary Range: $150,000 - $190,000 per year.
• Annual Performance-Based Bonus.
• Comprehensive Health/Vision/Dental/Life Insurance.
• 401k Retirement Savings Plan with a company match up to 4%.
• Enhanced Leave for Expecting Parents: 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Flexible Time Off Policy.
• Multiple Company Wellness Days Each Year.
• Access to RethinkCare, a global behavioral health platform.

Pay

The overall US annual base salary range for this position is $150,000 - $190,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location.

Schedule

This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.