Senior Customer Success AI & Analytics Manager

About Lucanet

Lucanet is the CFO Solution Platform built for modern finance leaders to automate consolidation and financial planning, extended planning and analysis, disclosure management, ESG reporting, lease accounting, tax compliance and reporting, as well as banking and cash management. More than 5,500 companies around the world rely on our easy-to-use and out-of-the-box SaaS platform to help them lead with ease.

We are a team of game changers with 850+ people worldwide. Our culture of kindness and integrity encourages you to bring your whole self to work. We collaborate to create better software solutions and grow a better company. Lucanet is more than a place to work; we are a champion for continuous improvement, pushing boundaries, impacting industries, and growing careers.

Discover more about Lucanet as an employer.

The Role: Senior Customer Success AI & Analytics Manager

As a Senior Customer Success AI & Analytics Manager, you will help Lucanet increase customer lifetime value by enabling our Customer Success organization with intelligent automation, actionable insights, and scalable operating rhythms. You’ll own the AI and analytics roadmap for CS—turning customer data into clear narratives for leadership, and building systems and processes that improve retention, expansion, and the overall customer experience across the full lifecycle.

What you'll do

• Own and execute the AI & analytics roadmap for Customer Success to improve retention, expansion, and customer health outcomes
• Identify and implement AI/ML use cases (e.g., churn prediction, expansion signals, customer behavior insights, next-best-action recommendations)
• Build and scale repeatable CS operations frameworks, including workflow orchestration and process standardization across teams
• Deliver executive-ready insights for QBRs, leadership reviews, and Board materials, with clear data storytelling and recommendations
• Improve end-to-end customer journey processes and handoffs between Sales, Professional & Technical Services, CSM, and Support
• Design and maintain dashboards and reporting for key CS metrics (health, adoption, retention, expansion, NRR, churn)
• Automate routine reporting and analytics to increase efficiency and consistency across CS operations
• Integrate AI capabilities into core platforms (e.g., Planhat, Salesforce, and related tooling)
• Evaluate emerging AI technologies and drive adoption where they create measurable CS impact
• Champion data quality and standards: data hygiene, definitions, methodology, and reporting consistency
• Present insights, recommendations, and progress updates to senior leadership and executive stakeholders
• Enable CS teams through training and guidance on data interpretation and AI tool usage

What you bring to the table

• Bachelor’s degree in Data Science, Computer Science, Statistics, Business Analytics (Master’s is a plus)
• 5+ years in analytics, business intelligence, and/or data science roles
• 3+ years in Customer Success, SaaS, or customer-facing analytics/operations environments
• 3+ years leading cross-functional initiatives with multiple stakeholders
• Strong business acumen—able to turn complex data into clear actions and strategy
• Proven experience building predictive models that drive business outcomes (e.g., churn, upsell, segmentation, forecasting)
• Customer-centric mindset with a solid understanding of SaaS metrics and customer success KPIs
• Experience with generative AI / LLMs and practical use cases in business workflows
• Familiarity with Customer Success methodologies and operational frameworks
• Comfortable working with CS systems (e.g., Salesforce, Planhat) and building scalable reporting and dashboarding practices
• Strong communication skills in English and confidence presenting to senior and executive audiences

Perks at work

• LucaFlex – We acknowledge that every individual has different working styles and preferences. Our flexible working model allows you to plan your working hours and location according to your needs and professional responsibilities.
• Work from Abroad – Sometimes a change of scenery can boost creativity and productivity, you can work up to 90 workdays outside your home country with the support from our partner Workflex.
• Sabbatical – Take the time you need for personal pursuits, family time, travel, or any other activities that suit you with our sabbatical options.
• Team Spirit – We value teamwork and celebrate our achievements. That’s why we take many opportunities to get together, learn together, and cherish our successes together.
• Learning & Development – We encourage you to shape your own development with the support of dedicated time, resources, and budget provided by us.
• LucaNet Engage – Our feedback process is designed to support your personal and professional development in a targeted manner through regular dialogue.
• LucaNet Do Good– As a company we want to give back and support you in taking the time to do some good, individually or as a team, with paid volunteer time.
• Health & Wellbeing – Your overall wellbeing is important to us, which is why we offer tailored health and wellbeing programs, including company-wide initiatives, subsidies for sports activities, mental health support, and counseling through our external partners.
• Generous leave policy – We encourage you to take time off to relax, travel, and recharge.
• Compensation & Company Pension Plan – We are committed to equal pay and supporting you for your future by offering a company pension plan and/or pension allowances.
• JobRad – Find your dream bike, with financial support from us.
• Discounts – Enjoy a whole bunch of discounts from our external corporate benefits partner.

Powered by uniqueness

Everybody’s different here and we like it that way. At Lucanet, we embrace the unique qualities of every person. We are dedicated to creating an inclusive workplace where all employees can thrive and feel valued. Regardless of your gender identity, sexual orientation, personal expression, racial identity, ethnicity, religious belief, or disability statuses, you are welcome at Lucanet just as you are. Our recruitment process is solely based on qualifications, merit, and organizational needs, ensuring fairness and equal opportunities for all candidates.

We recognize that every person brings a unique blend of skills and experiences. If you believe you will excel in this role, we want to hear from you – even if you do not check every box on the list. We only want to know why you are great for this role, so please avoid including your picture, age, and marital status in your CV.

Learn more about our DE&I journey

GDPR Notification

Please follow the provided link to understand how we comply with GDPR requirements and what measures we take to ensure your data is safe.

Data protection Lucanet

Key skills/competency

• AI/ML
• Customer Success
• Data Analytics
• SaaS Metrics
• Churn Prediction
• Customer Experience
• Stakeholder Management
• Reporting & Dashboards
• Generative AI
• Process Standardization