Customer Success & Analytics Manager

About the role

We’re seeking a Customer Analytics & Success Manager who is equally comfortable pulling insight from a KPI dashboard as they are presenting it to a plant manager or a VP. This is not a traditional customer success role. You will serve as a trusted analytical advisor, translating operational data into stories that drive customer behavior, retention, and measurable improvement.

Responsibilities

• Own the full customer lifecycle: from onboarding through ongoing performance reviews, QBRs, and renewal conversations.
• Independently analyze SpindleLIVE dashboard data, including efficiency bands, opportunity hours, employee health scores, coaching ratios, and cost metrics, to identify trends, risks, and areas of opportunity for each customer.
• Translate complex, multi-layered KPI data into clear, customer-ready narratives delivered via email analyses, presentations, and live business reviews.
• Build and maintain customer-specific performance reports; proactively surface anomalies before customers notice them.
• Lead data-driven business reviews (monthly/quarterly) that connect Spindle metrics to the customer’s operational and financial outcomes.
• Partner with internal teams to relay customer feedback and advocate for product enhancements.
• Drive adoption by ensuring customers understand what the data means and how to act on it, not just how to log in.
• Monitor churn signals using platform usage data and proactively develop retention plans.

Requirements

• 2+ years in customer success, account management, or a client-facing analytical role
• 2+ years of hands-on data analysis experience; must be comfortable working directly with operational datasets
• Demonstrated ability to interpret KPI dashboards and explain what the numbers mean in business terms, not just recite them
• Strong data storytelling skills: ability to build an email analysis or slide deck that walks a customer from “here is what we found” to “here is what we recommend”
• Proficiency in Excel or Google Sheets for data manipulation; experience with BI tools (Power BI, Tableau, or similar) is a plus
• Experience with CRM platforms (HubSpot, Salesforce, or similar)
• Exceptional written communication; email analyses and reports must stand on their own without a follow-up call to explain them
• Must have high level of interpersonal skills to handle sensitive and confidential situations
• Must be able to build rapport and communicate well with customers and all levels of the organization (Executive to floor team members)
• Strong organizational, analytical, and execution skills including a high degree of accuracy in performing daily tasks
• Experience with CRM systems such as HubSpot, ServiceHub, Salesforce, or BullHorn

Qualifications

• Preferred Qualifications: Experience in commercial laundry, or industrial industries; Familiarity with ChurnZero, Pendo, or Asana; Experience working alongside hardware/software product teams; Proficiency in technical writing or content creation; Bachelor’s degree or equivalent analytical work experience

Skills

• Excel or Google Sheets for data manipulation
• BI tools (Power BI, Tableau, or similar)
• CRM platforms (HubSpot, Salesforce, or similar)
• Technical writing or content creation

Benefits

• Coverage: Medical, dental, and vision
• Insurance: Short-term and long-term disability, life insurance
• Paid time off (PTO), paid parental leave, volunteer time off
• Calculated benefits: Calm app membership, wellness program

Pay

Salary to increase based upon applicable years of experience.

Schedule

Full time, direct placement opportunity, working 4 days a week on site.