Customer Change Management & Communications Manager (R-19799)

About the role

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.