Customer Experience Measurements and Insights Manager

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. You’ll work across a broad Customer Experience (CX) organization, spanning Customer Success, Professional Services, Adoption & Knowledge, Business Innovation, and PMO with a goal of translating the data each team generates into a coherent, trusted view of customer experience at the company level.

Responsibilities

• Mature and own the CX measurement framework that connects team-level metrics across Customer Experience into a shared, reliable view of customer experience.
• Establish common definitions, data standards, and governance across the organization.
• Partner with SMEs across iManage to refine the Customer Health Score Model and ensure the score accurately reflects customer health as offerings evolve.
• Synthesize data across the CX organization by working with AI tools, analytics platforms, and cross-functional data sources to translate fragmented data points into a cohesive customer narrative that informs decisions at the senior leadership level.
• Act as the connective layer between CX and the wider business by working cross-functionally with Product, Sales, Engineering, and Finance to align on how company-wide data relates to customer experience, creating shared language and data contracts that make CX insights actionable beyond the CX org.
• Ensure that key 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.
• Serve as the subject-matter expert on customer experience metrics, advising on best practices, measurement gaps, emerging trends, and regulatory considerations.
• Partner with senior leaders to align customer experience metrics with strategic priorities and performance frameworks.
• Help drive customer experience activation projects with business partners to generate tangible improvements to the experience based on insights.
• Champion a culture of insight-led decision-making across the Customer Experience team and beyond.

Requirements

• 7+ years of experience in measuring and analyzing customer feedback, generating insights, and using the resulting insight to drive change / influence the customer experience.
• Experience working in a fast-paced SaaS organization.
• Strong hands-on data skills. You can define a methodology, pull and validate data, and build a dashboard using tools (such as Power BI).
• An ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience including senior leaders.
• Experience performing and interpreting statistical analysis to tell data-driven stories that can lead to actionable insights.
• Prominent ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership.

Qualifications

• Experience in legal tech, professional services technology, or enterprise content management is a plus.

Skills

• Data analysis and interpretation.
• Collaboration and relationship-building.
• Strategic thinking and problem-solving.
• Effective communication and presentation skills.

Benefits

• Flexible working policy that supports a healthy balance between personal and professional well-being.
• Market competitive salary ranging from $150,000 - $190,000 per year.
• Equitable compensation based on qualifications, experience, and candidate location.
• Comprehensive Health/Vision/Dental/Life Insurance.
• A 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.
• A flexible time off policy to take the time off that you need.
• Multiple company wellness days each year to prioritize mental health and well-being.
• Access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

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.