Customer Experience Measurements and Insights Lead

imanagecom; Chicago (IL); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Annual performance-based bonus

Health/Vision/Dental/Life Insurance

401k with company match up to 4%

Flexible time off

LinkedIn Learning access

Job summary

iManage is seeking an analytics leader to own CX measurement and the customer health model. You will connect data from Gainsight, Zendesk, Salesforce, and product usage to produce trusted insights for senior leaders.

You will collaborate across Product, Sales, Engineering, and Finance, establishing governance and clear data definitions while building dashboards that drive action and measurable improvements in customer experience.

Qualifications

• 5–7+ years of experience in data analytics, CX measurement, or customer insights.
• Experience building or improving a customer health model or analytics function.
• Hands-on data skills: define methodology, pull data, and build dashboards.
• Comfort with multi-source datasets and separating signal from noise.
• Ability to interpret analysis and communicate findings to senior stakeholders.
• Proven ability to collaborate across large organisations.

Responsibilities

• Own and mature the CX measurement framework and data definitions.
• Lead end-to-end ownership of iManage's Customer Health Score.
• Synthesize data from CX platforms, product usage, and Zendesk to surface patterns.
• Translate insights into narratives for senior leadership decisions.
• Collaborate cross-functionally with Product, Sales, Engineering, and Finance.
• Build and maintain dashboards and reporting standards across teams.

Skills

CX analytics

Data governance

Dashboard development

Cross-functional collaboration

Storytelling to executives

Education

Bachelor's degree in a relevant field

Tools

Gainsight

Zendesk

Salesforce

Totango

Job description

We offer a flexible workingpolicy thatsupports a healthy balancebetween personal and professional well-being.This role requiresin-office presence onTuesdays & Thursdaysto collaborate, connect, and learn frompeers-while alsomaintainingthe flexibility for meaningful work-life balance.

Being aCustomerExperienceMeasurement & Insights ManageratiManage Means…

You are an analytical leader who owns how iManage measures, understands, and acts on customer experience. This role is responsible for the accuracy, consistency, and strategic value of CX data across the organization — connecting the metrics each team generates into a coherent, trusted picture of customer health at the company level. You'll work across a broad Customer Experience organization spanning Customer Success, Professional Services, Adoption & Knowledge, Business Innovation, and PMO. This role sits within Customer Experience Operations, reporting to the Senior Director of CX Services & Operational Excellence.

This is not a purely strategic role. You'll think at the organizational level and roll up your sleeves in the data.

iM Responsible For…

• CX Framework Ownership
  • Owning and maturing the CX measurement framework directly.
  • Establishing common definitions, data standards, and governance that connect team-level metrics into a shared, reliable view of customer experience.
• The iManage Customer Health Score
  • Taking end-to-end ownership of iManage's Customer Health Score.
  • Working in data better refine our methodology in partnership with our SMEs.
  • Validating inputs against real business outcomes, and evolving the model as our product and customer base change.
• Insights & Strategic Communication
  • Connecting & synthesizing data from CX platforms (including Gainsight and AskNicely), product usage, support (Zendesk), and commercial systems to surface meaningful patterns.
  • Translating those patterns into clear narratives that inform decisions at the senior leadership level.
• Cross-Functional Collaboration
  • Acting as the connective layer between CX and the wider business.
  • Working cross-functionally with Product, Sales, Engineering, and Finance to align on shared data definitions.
  • Creating the contracts and documentation that make CX insights actionable beyond the CX org.
• Data Governance & Accessibility
  • Ensuring 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; includes building and maintaining the dashboards and reports yourself.
• Activating Insights
  • Driving insight-led activation.
  • Moving from measurement to action by partnering with team leads to translate what the data shows into concrete initiatives, then tracking whether those initiatives improve outcomes.
• Data-Driven Decision-Making
  • Championing a culture of data-driven decision-making across the Customer Experience team and beyond.
  • Serving as the subject-matter expert on CX metrics, measurement gaps, and best practices.

iM Qualified Because I Have…

• 5–7+ years of experience in data analytics, CX measurement, or customer insights;ideally in a B2B SaaS environment
• Demonstrable experience building, owning, or significantly improving a customer health model, measurement framework, or CX analytics function
• A background of strong hands-on data skills: you can define a methodology, pull and validate data, and build a dashboard
• Comfort working with complex, multi-source datasets and a clear instinct for separating signal from noise
• Experience performing and interpreting statistical analysis, and communicating findings in plain language to senior stakeholders — storytelling is as important as the analysis
• Proven ability to build relationships across large, complex organisations

Bonus Points If I Have…

• Experience with platforms such as Gainsight, Salesforce, Totango in an analytics or reporting context
• Familiarity with legal tech, professional services technology, or enterprise content management
• Experience working in or closely with a Customer Success or Professional Services organisation

Don'tmeet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusiveenvironment, andencourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but yourpast experiencedoesn'talign perfectly with everyqualificationwe encourage you to apply anyways!

iMGetting To…

• Joina rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
• Take on meaningful, high-impact challenges byleveragingcutting-edgetechnologies and best-in-class protocols to drive innovation.
• Ownmy career path with our internal development framework. Ask us more about this!
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
• Enjoyflexible work hours that empower me to balance personal time with professional commitments.
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

iManage Is Supporting Me By...

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing amarket competitivesalary that is applied through a consistent process,equitablefor all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Granting enhanced leave for expecting parents;20 weeks100% paid for primary leave, and10 weeks100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Having multiple company wellness days each yearto prioritizemental health and well-being.
• Providing access toRethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

Theoverall 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. This range does not includeadditionalforms of compensation, such as bonuses,commission,or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [e-mail] so our team members can review.

About iManage…

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and430,000 usersworldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not alwayseasybut it is ambitious and rewarding.

Sowe’relooking for people who embracechallenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest.That’sthe iManage way.It’show we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensationand training.

Learn more at: www.imanage.com

Please seeour recruitment privacy statement for more information on how we handle your personal data.

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