Job Description

Overview

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We're hiring a data-driven and customer-obsessed Customer Experience Professional to lead growth and retention performance insights across our Canada and LATAM regions; while influencing strategy across our International regions.

In this role, you'll sit within the GBSG International Customer Success organization, partnering across product, marketing, finance, and regional teams to uncover and activate the insights that help our customers succeed. You'll focus on key lifecycle moments--from onboarding and adoption to long-term engagement and renewal--surfacing the patterns, risks, and opportunities that move both customer outcomes and business performance.

What you'll bring

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What You Bring7+ years in customer experience, analytics, performance insights, or strategic operations--ideally in SaaS or fintech. Strong experience with tools such as Looker, Tableau, SQL, Amplitude, or Pendo. Deep understanding of growth and retention metrics, including cohort retention, activation curves, and value realization. Proven ability to communicate insights clearly and influence cross-functional stakeholders. Experience operating across international or regional markets; knowledge of Canada and/or LATAM customer contexts is a strong plus. Bachelor's degree in Business, Data Science, Economics, or a related field--or equivalent experience.


Why This Role MattersWhen we understand how customers succeed, we can help more of them do it. Your work will power better decisions, smarter growth, and more durable customer relationships in our most strategic international markets.

How you will lead

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Growth & Retention Insights LeadershipBuild and maintain reporting frameworks that track performance across onboarding, activation, feature adoption, and renewal. Analyze behavioral, feedback, and operational data to identify friction points, success signals, and leading indicators of growth or churn. Create insights that inform product priorities, CX initiatives, and go-to-market decisions across Canada and LATAM.


Strategic Influence Across InternationalPartner with International and global CS leaders to ensure Canada and LATAM insights shape broader strategies. Share best practices and emerging patterns across international regions to improve global customer success performance. Drive alignment on shared success metrics across countries and functions.


Operationalize Data for ActionCollaborate with analytics teams to ensure data integrity, access, and self-service dashboards are available to key stakeholders. Build simple, effective mechanisms to track the impact of initiatives over time. Help teams prioritize based on performance trends, cohort behavior, and customer signals.


Empower a Customer-Centered CultureBring the voice of the customer to life through insight storytelling that connects product usage, sentiment, and outcomes. Help teams focus on what matters most to customers--driving decisions that lead to measurable value. * Contribute to quarterly business reviews, planning cycles, and strategy forums with a performance-first lens.