Customer Success Leader: Analytics, Retention & CX

Vistra Retail Operations Company; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Vistra Retail Operations Company is seeking a Customer Success Manager to lead a 200+ member team and partner with third-party contact centers to optimize retention, customer experience, and unit margins. You will oversee analytics that forecast lifecycle trends and work with cross-functional teams to turn insights into actionable improvements.

The role emphasizes data-driven decision making, stakeholder communication, and strategic collaboration across marketing and operations to drive superior

Qualifications

• 3+ years of leadership and management experience.
• 5+ years experience performing data analytics / data modeling.
• Experience with data software reporting tools such as SQL, Hana, SAS, Snowflake, Excel.
• Experience with data visualization tools like Tableau.
• Ability to synthesize statistical results into persuasive, easily understood insights that drive business opportunities.
• Proven ability to build consensus and work effectively within a cross-departmental team.

Responsibilities

• Lead a Customer Success team of 200+ members and coordinate with third-party contact centers.
• Present analytics and qualitative feedback to cross-functional areas including C-Suite executives.
• Strategically manage contact center footprint to maximize talent and reduce risk.
• Identify new technology trends in contact centers and build business cases.
• Foster partnerships with outsourced contact centers and develop infrastructure.
• Create strategies to meet metrics for customer attrition, experience and unit margins.
• Collaborate with internal marketing to improve the customer buying experience.

Skills

Leadership & people management

Data analytics

Cross-functional collaboration

Communication

Education

College degree or higher

Tools

SQL

HANA

SAS

Snowflake

Excel

Tableau

Job description

Vistra Retail Operations Company is seeking a Customer Success Manager to lead a 200+ member team and partner with third-party contact centers to optimize retention, customer experience, and unit margins. You will oversee analytics that forecast lifecycle trends and work with cross-functional teams to turn insights into actionable improvements.

The role emphasizes data-driven decision making, stakeholder communication, and strategic collaboration across marketing and operations to drive superior