Senior Customer Success Operations Manager, BI and Insights

We are looking for a strategic Senior Customer Success Operations Manager to lead scalable customer insights initiatives that inform adoption strategies, improve value realization, and support business growth. This role sits at the intersection of data, operations, and customer engagement. This role plays a critical part in shaping how we understand and act on key customer engagement and adoption metrics, delivering the data-driven intelligence needed to power decisions across the business.

Partner with Customer Success, Sales, Product, Partner, and Operations teams to explore insights, establish success indicators, and drive initiatives for improved customer experience.

What you'll be doing:

• Lead the design and implementation of a scalable customer insights strategy aligned with business goals.

• Analyze customer and/or partner behavior to identify patterns, risks, and opportunities for growth, adoption, and value realization.

• Define and evolve key success metrics (e.g., product adoption, churn risk, value delivery, NRR, and engagement).

• Build and update dashboards and reports tailored to specific roles to monitor critical metrics and measure progress towards strategic goals.

• Work with internal customers to translate business questions into analytical frameworks and actionable insights.

• Lead with vision for data-driven decision-making across Customer Success and adjacent functions.

• Champion data quality and governance efforts related to customer and partner success metrics.

• Encourage alignment on customer insights needs with different partners like field teams, operations, product, and executive leadership.

What we need to see:

• 12+ years of experience in customer insights, business analytics, customer success operations, or a similar role.

• Proven experience bringing to bear insights to influence customer strategy and business decisions.

• Proficient in SaaS metrics and customer success indicators.

• Proficiency in data analysis and visualization tools such as Tableau, Power BI, or Looker.

• Strong SQL and/or data wrangling skills a plus.

• Experience guiding cross-functional initiatives and influencing collaborators at all levels.

• Ability to present complex data clearly and persuasively to both technical and non-technical audiences.

• Passion for improving the customer experience through data-driven strategies.

• Bachelor’s degree in Business, Analytics, or a related field (Master’s degree preferred) or equivalent experience.

Ways to stand out from the crowd:

• MBA or equivalent experience.

• Data Science experience and background.

• A drive to learning innovative technologies and building repeatable and scalable customer engagement motions.

• Understanding of data science workflows, machine learning, and AI trends.

NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most experienced and talented people on the planet working for us. If you're creative and autonomous, we want to hear from you!

The base salary range is 160,000 USD - 270,250 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.