Customer Success Analytics Manager

ModMed; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Tuition reimbursement

Hybrid/remote options

Weekly catered meals

Wellness rooms

Dog-friendly HQ

Job summary

ModMed is hiring a Manager, CS Reporting and Analytics to lead a team delivering reporting, dashboards, and analytics that drive Customer Success performance. You will partner with CS leadership to align reporting with business needs and improve operational efficiency.

The role oversees development of dashboards using Salesforce, BI tools, and data platforms, ensuring timely KPI reporting and data integrity, while guiding analytics projects and team development.

Qualifications

• Bachelor's degree in MIS, Business, Economics, Finance or Statistics.
• Masters is a plus but not required.
• 5+ years of experience in analytics, reporting, or operations analysis and at least 2 years of management experience.
• Advanced skills in Salesforce, Microsoft Excel or Google Sheets (logical formulas, lookups, pivot tables).
• Experience with BI tools such as Power BI, Domo, and Databricks.
• Experience working in SaaS or technology organizations.
• Experience supporting Customer Success or services organizations.

Responsibilities

• Oversee analysts who design, develop, and deliver operational reporting, dashboards, and analytics that support Customer Success leadership.
• Ensure operational metrics and reporting frameworks provide visibility into CS performance.
• Oversee development of dashboards and reports using systems such as Salesforce, BI tools, and operational data platforms.
• Ensure timely delivery of recurring KPI reporting and analytical insights.
• Validate reporting accuracy and data integrity.
• Manage and develop a team of Business Operations Analysts responsible for CS reporting and analytics.
• Provide guidance and prioritization for analytics projects and reporting initiatives.
• Coach analysts on analytical techniques, reporting best practices, and stakeholder engagement.
• Support professional development and performance management of analysts.
• Ensure team workload is aligned to organizational priorities.
• Partner with Customer Success leadership and operational teams to translate business needs into reporting and analytics solutions.
• Work with CS Operations, Professional Services, Account Management, and Support leadership to define reporting needs.
• Translate operational questions into analytical requirements.
• Ensure reporting solutions support operational decision-making and performance management.
• Improve reporting processes, operational metrics, and analytics capabilities.
• Identify opportunities to improve reporting automation and reporting workflows.
• Standardize KPI definitions and reporting methodologies.
• Ensure reporting processes support operational scaling.
• Communicate reporting results and operational insights to leadership.
• Present reporting outputs and trends to CS leadership.
• Provide insights and recommendations based on operational data.
• Ensure leaders understand the meaning and implications of performance metrics.

Skills

Salesforce

Power BI

Databricks

Domo

Excel

Pivot Tables

Management

SaaS experience

Analytics

Education

Bachelor's degree in MIS/Business/Economics/Finance/Statistics

Master's degree preferred

Tools

Power BI

Domo

Databricks

Job description

ModMed is hiring a Manager, CS Reporting and Analytics to lead a team delivering reporting, dashboards, and analytics that drive Customer Success performance. You will partner with CS leadership to align reporting with business needs and improve operational efficiency.

The role oversees development of dashboards using Salesforce, BI tools, and data platforms, ensuring timely KPI reporting and data integrity, while guiding analytics projects and team development.