Senior Manager, Customer Insights & Analytics

Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.

As the Senior Manager of Customer Analytics, you will be a critical cross functional leader in our business. You will help us define and track key customer metrics, benchmarks, and outcomes. You will help us track product adoption, retention, and customer health.  This highly visible role will work with leaders across the organization (Customer Success, Product, Marketing, Engineering, Operations, and more) to deliver data-driven insights and inform ongoing strategic decisions. You will also help us scale analytics throughout the organization. 

Who You Are:

• You are passionate about fostering a data-centric culture
• You are a visionary and possess strong technical and analytical knowledge 
• You can translate complex data into simple, actionable insights
• You have experience leading others through growth and development
• You are a believer in compassionate directness who gives and receives feedback with heart 

How You'll Contribute:

• Manage our customer impact data, including writing, fielding, and analyzing customer surveys
• Own the NPS collection process and reporting
• Correlate in-app user behavior with individual productivity and wellbeing results through statistical analysis
• Track customer adoption at account levels over time as well as by cohort to identify key trends and results
• Analyze qualitative and quantitative data, conduct primary user research, and work with customers to define and track return on investment and key outcomes across our product suite
• Benchmark customers and individuals and compare to SaaS and wellbeing industry standards for customer success and marketing applications
• Marry customer usage and adoption with gross retention to identify key levers that drive health and help post sales teams implement 

Must Haves:

• Proven track record using data to drive customer experience (preferably at B2B) 
• Understanding of our key systems: Segment, BigQuery, Looker, etc.
• Significant hands on experience with SQL, Python/R, and relational databases
• Knowledge of key SaaS metrics and product benchmarks (DAU/MAU, User Retention, etc)
• Ability to work and interface directly with external Enterprise customers as well as internal executive stakeholders across all functional areas

What We Offer:

• Being part of a mission-driven company that’s truly making a difference in the lives of people around the world
• Ability to develop within the company and shape our growth strategy
• A human-centric culture with a range of wellness perks and benefits
• A competitive compensation package
• Medical, dental and vision coverage + 401k program with company match
• Generous paid time-off programs