Customer Success Manager — Analytics & Growth Leader

TXU Retail Services Company; Irving, Northern (TX, KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Vistra Retail Operations Company in Irving, TX, seeks a Manager of Customer Success to lead a large team focused on customer retention, experience, and unit margins. You will collaborate with third-party contact centers and internal teams to drive performance and forecast lifecycle trends.

The role requires strong data analytics, leadership, and strategic thinking to enhance the customer journey and operational efficiency across multiple channels.

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

• Present key analytics and qualitative feedback to cross functional areas including C-Suite executives.
• Act as a subject matter expert and make recommendations to other cross functional teams.
• Strategically manage contact center footprint to ensure business redundancy and maximization of available talent.
• Identify emerging technology and trends within the contact center industry.
• Build business cases and cost/benefit analysis to leverage new technology and trends.
• Foster a close partnership with outsourced contact center teams and develop key contact center infrastructure.
• Create strategies to meet key performance metrics of customer attrition, customer experience and unit margins.
• Work closely with internal marketing department to create a culture of constant improvement to the customer buying experience.

Skills

Leadership

Data analytics

Data modeling

SQL

HANA

SAS

Snowflake

Excel

Tableau

Cross-functional collaboration

Tools

SQL

HANA

SAS

Snowflake

Excel

Tableau

Job description

Vistra Retail Operations Company in Irving, TX, seeks a Manager of Customer Success to lead a large team focused on customer retention, experience, and unit margins. You will collaborate with third-party contact centers and internal teams to drive performance and forecast lifecycle trends.

The role requires strong data analytics, leadership, and strategic thinking to enhance the customer journey and operational efficiency across multiple channels.