Customer Change Management & Communications Lead

Dun-; Florham Park (NJ); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Generous paid time off

Parental leave

Health & wellness benefits

401k with company matching

Education assistance

Volunteer program

Job summary

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to govern customer-facing changes across the organization. You will establish a global change funnel, partnering with Success, Sales, Product, Legal, Marketing and Client Learning to ensure consistent, high‑quality customer messaging.

This role defines engagement models (No Communication, Digital, Hybrid, White Glove), builds change enablement playbooks, and tracks metrics to improve adoption and retention across

Qualifications

• Bachelor's degree in Communications, Business, Marketing, Change Management, or a related discipline required.
• 5+ years in customer communications, change management, program management, or related roles.
• Experience with CRM and marketing automation platforms.

Responsibilities

• Program manage complex, customer-impacting changes across multiple teams and stages.
• Build strategic customer enablement plans with milestones and success criteria.
• Translate technical changes into clear customer narratives.
• Develop customer-facing training and enablement materials.
• Design and govern change intake and funnel framework.
• Determine customer engagement models (No Communication, Digital, Hybrid, White Glove).
• Collaborate with Digital CSM, Marketing, and Learning teams to align communications.
• Establish escalation processes and measurable outcomes.
• Create scalable change management playbooks and templates.
• Define program success metrics and drive data-informed improvements.

Skills

Bachelor's degree

Change management

Customer communications

Program management

Cross-functional collaboration

CRM platforms

Salesforce

Gainsight

Marketo

Journey Orchestrator

Education

Bachelor's degree in Communications, Business, Marketing, Change Management, or related

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Job description

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to govern customer-facing changes across the organization. You will establish a global change funnel, partnering with Success, Sales, Product, Legal, Marketing and Client Learning to ensure consistent, high‑quality customer messaging.

This role defines engagement models (No Communication, Digital, Hybrid, White Glove), builds change enablement playbooks, and tracks metrics to improve adoption and retention across