Customer Change Management & Communications Manager (R-19799)

Dnb; Center Valley (Lehigh County); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Generous paid time off

Parental leave (up to 16 weeks)

Education assistance

Volunteer days and donation matching

401k with company matching

Health & wellness benefits

Medical, dental & vision insurance

Job summary

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to shape global customer-facing change initiatives, ensuring a centralized change funnel and high-quality communications across digital, hybrid, and white-glove delivery models.

You will govern intake, enablement content, and support models, partnering with Customer Success, Sales, Product, Legal, Marketing, and Client Learning teams to drive consistent customer outcomes.

Qualifications

• Bachelor's degree in communications, business, marketing, change management, or related discipline.
• 5+ years of experience in customer communications, change management, program management, or related customer-facing disciplines.
• Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar).
• Familiarity with change management frameworks (Prosci or equivalent) preferred.

Responsibilities

• Program manage complex, customer-impacting changes originating from multiple teams; drive governance and accountability across the change lifecycle.
• Partner with stakeholders to build strategic customer enablement plans with milestones and success criteria.
• Translate complex technical, data, and product changes into clear, actionable narratives.
• Develop training and enablement for CSMs and AEs to navigate change conversations.
• Design and govern the customer change intake and funnel framework with required inputs; ensure readiness before communications.
• Determine the appropriate customer engagement model (No Communication, Digital, Hybrid, White Glove) and coordinate delivery across channels.
• Align communications, training, and adoption content with Marketing and Client Learning teams for a unified experience.
• Establish escalation processes and success metrics to improve future change execution.

Skills

Change management

Program management

Customer communications

Cross-functional collaboration

CRM & marketing automation

English fluency

Analytical mindset

Communication skills

Prosci certification

Education

Bachelor's degree in relevant field

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Job description

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.

The Customer Change Management & Communications Manager is responsible for defining and governing the intake, assessment, and communication of customer-facing change initiatives across Dun & Bradstreet. This role establishes a global, centralized 'change funnel' framework ensuring that material and breaking customer-impacting changes are properly assessed, segmented, and supported through the appropriate communication and enablement channels.

The role drives consistency, accountability, and improved customer experience by ensuring change initiators provide the required customer impact assessments, enablement content, and support models before customer communications are executed. Working closely with Customer Success, Sales, Product, Legal, Marketing, and Client Learning & Adoption teams.

This role owns the communication strategy across digital, hybrid, and white-glove delivery models, and partners with the Digital CSM function to execute scalable, high-quality customer communications and change adoption programs.

Responsibilities

• Program manage complex, customer-impacting changes originating from Product, Data, Analytics,Technology, Commercial, Legal, and Strategic Initiative teams. Driving governance, structure, andaccountability across every stage of the change lifecycle.
• Partner with business stakeholders to build strategic customer enablement plans for each change initiative, defining the right support model, milestones, success criteria, and escalation paths.
• Translate complex technical, data, and product changes into clear, actionable narratives.
• Success Managers (CSM), Account Executives (AE), and other customer-facing teams can confidently deliver to customers.
• Develop customer-facing team training and enablement (talk tracks, playbooks, FAQs, scenario guides) so CSMs and AEs can navigate detailed change conversations thoughtfully.
• Design and govern the customer change intake and funnel framework, ensuring initiating teams provide the required inputs (impact assessment, entitlement/usage data, customer actions, support model) before communications begin.
• Determine the appropriate customer engagement model for each change - No Communication, Digital, Hybrid, or White Glove - and orchestrate execution across communication channels and delivery teams.
• Partner with the Digital CSM, Client Learning & Adoption, and Marketing teams to align communications, training, and adoption content into a unified customer experience.
• Establish escalation processes, readiness checkpoints, and clear "what good looks like" standards with business partners to drive predictable, high-quality customer outcomes.
• Build a repeatable library of change management playbooks, templates, and enablement assets that scale across recurring initiative types (e.g., partner changes, platform migrations, data model updates).
• Define and monitor program success metrics - customer awareness, action completion, CSM/AEreadiness, and downstream retention or adoption impact - and use insights to improve future changeexecution.
• Provide support for customer journey communications to support high-touch Digital CSM outreach, ensuring messaging is aligned with customer lifecycle stages and enablement goals.

Qualifications

• Bachelor's degree in Communications, Business, Marketing, Change Management,Organizational Development, or a related discipline required.
• 5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines.
• Strong understanding of customer change management frameworks and methodologies (Prosci or equivalent preferred).
• Excellent written and verbal communication skills, with the ability to translate complex product, data, and technical changes into clear, actionable customer messaging.
• Experience developing and executing customer-facing communication programs across multiple channels (email, in-app, community, digital platforms).
• Strong program and project management skills with the ability to manage multiple concurrent change initiatives.
• Experience partnering with Product, Legal, Marketing, Customer Success, and Sales in a matrixed, global environment.
• Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo,Journey Orchestrator, or similar).
• Strong analytical mindset with the ability to leverage entitlement, usage, and engagement data to inform communication strategies.
• Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) is preferred.
• Change Management certification (Prosci, ACMP, or similar) is preferred.
• Experience with AI-enabled content creation and automation tools is an advantage.
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset, be a problem solver, be curious and be inspired to take action.
• Proactive, seeks ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Fluency in English and languages relevant to the working market.

Benefits We Offer

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leaveafter one year of employment.
• Paid sick timeto care for yourselfor family members.
• Education assistanceand extensive training resources.
• Do GoodProgram: Paid volunteer days&donation matching.
• Competitive401k with company matching.
• Health & wellness benefits, including discounted Wellhubmembership rates.
• Medical, dental&vision insurancefor you,spouse/partner&dependents.

All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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