Global Customer Change & Communications Lead

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

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.