Customer Change Management & Communications Manager (R-19799)

Key Responsibilities:

Program manage complex, customer-impacting changes originating from Product, Data, Analytics, Technology, Commercial, Legal, and Strategic Initiative teams. Driving governance, structure, and accountability across every stage of the change lifecycle.

Partner with business stakeholders to build strategic customer enablement plans for each change initiative, defining the right support model, milestones, success criteria, and escalation paths.

Translate complex technical, data, and product changes into clear, actionable narratives.

Success Managers (CSM), Account Executives (AE), and other customer-facing teams can confidently deliver to customers.

Develop customer-facing team training and enablement (talk tracks, playbooks, FAQs, scenario guides) so CSMs and AEs can navigate detailed change conversations thoughtfully.

Design and govern the customer change intake and funnel framework, ensuring initiating teams provide the required inputs (impact assessment, entitlement/usage data, customer actions, support model) before communications begin.

Determine the appropriate customer engagement model for each change — No Communication, Digital, Hybrid, or White Glove — and orchestrate execution across communication channels and delivery teams.

Partner with the Digital CSM, Client Learning & Adoption, and Marketing teams to align communications, training, and adoption content into a unified customer experience.

Establish escalation processes, readiness checkpoints, and clear "what good looks like" standards with business partners to drive predictable, high-quality customer outcomes.

Build a repeatable library of change management playbooks, templates, and enablement assets that scale across recurring initiative types (e.g., partner changes, platform migrations, data model updates).

Define and monitor program success metrics — customer awareness, action completion, CSM/AE readiness, and downstream retention or adoption impact — and use insights to improve future change execution.

Provide support for customer journey communications to support high-touch Digital CSM outreach, ensuring messaging is aligned with customer lifecycle stages and enablement goals.

Skills and/or Certifications Needed:

Bachelor's degree in Communications, Business, Marketing, Change Management, Organizational Development, or a related discipline required.

5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines.

Strong understanding of customer change management frameworks and methodologies (Prosci or equivalent preferred).

Excellent written and verbal communication skills, with the ability to translate complex product, data, and technical changes into clear, actionable customer messaging.

Experience developing and executing customer-facing communication programs across multiple channels (email, in-app, community, digital platforms).

Strong program and project management skills with the ability to manage multiple concurrent change initiatives.

Experience partnering with Product, Legal, Marketing, Customer Success, and Sales in a matrixed, global environment.

Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar).

Strong analytical mindset with the ability to leverage entitlement, usage, and engagement data to inform communication strategies.

Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) is preferred.

Change Management certification (Prosci, ACMP, or similar) is preferred.

Experience with AI-enabled content creation and automation tools is an advantage.

Proficiency in Microsoft Office Suite skills

Show an ownership mindset, be a problem solver, be curious and be inspired to take action.

Proactive, seeks ways to collaborate and connect with people and teams in support of driving success.

Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.

Fluency in English and languages relevant to the working market.