Customer Insights Strategy Partner

Denver StaffingDenver, CO, US

4 days ago

Job type

Full-time

Job description

Customer Insights And Strategy Partner

We are looking for a Customer Insights Strategy Partner who will :

Partner with Customer Success, Solutions, Marketing, Data Science, and Sales Enablement to embed Voice of Customer (VOC) insights and merchant behavior patterns into Quarterly Business Reviews (QBRs), enablement strategies, and account playbooks, so that sales can proactively influence account outcomes and ensure alignment with product and go-to-market priorities
Build Key Performance Indicator (KPI) frameworks and diagnostic analyses for partners and merchants, across usage, tickets, behavior, and payments performance, so that root causes and up-sell / cross-sell opportunities are quantified
Deliver monthly / quarterly intelligence briefings specific to existing partners and merchants to cross-functional leaders with scenario-based recommendations, so that actions improve experience and revenue realization
Champion payment enhancement business cases using value modeling and competitive scans, so that investment decisions are evidence-based
Translate insights into Go-to-Market (GTM) playbooks and QBRs with Enablement / Channel partners, so that teams execute with clarity and consistency
Maintain advanced Forte knowledge by mapping workflows, products, and services to pain points, so that recommendations are feasible and adoption friendly
Design and maintain centralized systems for capturing, categorizing, and reporting customer intelligence and feedback by collaborating with Sales Enablement and Data Science teams, so that insights are accurate, accessible, and actionable across the organization
This job requires domestic and / or international travel up to 20%

We are looking for candidates who :

Have a Bachelor's in Business Administration, Business Analytics, Finance, or Marketing; Master's in Business Analytics or Applied Statistics preferred

Have 5+ years in a customer-facing role with experience in Customer Success, Sales Enablement, Strategic Insights, Product Marketing, or Business Analysis within fintech or payment processing environments

Experience analyzing large and varied data sets using tools such as Excel, Power BI, Salesforce, ZoomInfo, Dun & Bradstreet, or Microsoft Dynamics to synthesize insights into business recommendations

Experience with CSG Forte platforms or comparable payments platforms

Familiarity with payment processing solutions, direct merchants, and channel sales structures

Background in customer community building and online forum engagement strategy

Knowledge, skills, and abilities :

Proven ability to analyze large and varied data sets using Excel, Power BI, or similar tools, and synthesize insights into business recommendations

Deep understanding of the payments industry, including knowledge of merchant onboarding, transaction flows, surcharge / convenience fee models, and compliance (e.g., PCI)

Strong presentation and communication skills, capable of influencing decisions and collaborating across cross-functional teams and external partners

Demonstrated ability to independently lead initiatives and manage customer-facing programs (e.g., CABs, VOC, enablement efforts)

Track record of driving improvements in customer retention, NPS, and upsell / cross-sell initiatives through data-backed insights

Experience engaging in product lifecycle development and customer usability testing

Self-starter who thrives in a dynamic, data-driven environment

CSGer Perks & Benefits :

Work from Home, in-office, or hybrid

Employee Belonging Groups

Healthcare : Dental, Medical, and Vision

Paid Vacation, Volunteer, and Holiday Time Off

And so much more!

Please submit your application at csgi.com / careers. Applications will be accepted for at least 5 days from original posting date.

Position Pay Range : $90,982.98-$145,572.77

Location(s) : United States Remote

Accommodation : If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com.

Our Guiding Principles :

Impact : Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity : Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are.

Inspiration : Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story : CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.

Our culture is award-winning : CSG has been recognized a US News & World Report "Best Companies to Work For" for 2025-2026, a Newsweek "America's Greatest Workplaces in Tech" for 2025 and "The Top Company in Technology for Women to Work" for 2025, among many others.

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Strategy Partner • Denver, CO, US