Strategy & Business Analysis Senior Manager, Customer Office

The Role

We are looking for a highly experienced strategy and operations professional to play a pivotal role in shaping the transformation across Proofpoint's Customer Office — encompassing Customer Success, Renewals, Support, and Managed & Professional Services. The selected candidate will drive data analysis to inform strategic decisions, evaluate new investment opportunities, analyze performance of newly launched programs and enable operational excellence across all post-sale functions.

This role will work directly with the Strategy, Operations & Transformation team also collaborating closely with Finance, Sales Operations and Business Intelligence teams. The role requires a strategic thinker with deep understanding of GTM, Customer Success, Renewals and Services operations, highly advanced analytics skills, and the ability to influence and partner across functions at the executive level.

This is a senior-level individual contributor role reporting to the Sr. Manager, Planning & Business Analysis, Customer Office.

• Executive Decision Support:
  Conduct complex strategic analysis that informs executive and Board-level decisions across the Customer Office.
• Scenario Modeling:
  Build sophisticated scenario-based financial and operational models that evaluate strategic alternatives and quantify business impact.
• Executive Communications:
  Synthesize complex analyses into executive-ready recommendations, presentations, and decision frameworks.
• Analytical Framework Development:
  Develop scalable analytical frameworks and self-service tools that enable leaders to evaluate business scenarios and make informed decisions.
• Deep Dive Analysis:
  Perform large-scale quantitative analysis across customer, pricing, renewal, services, and operational data to identify trends, opportunities, and risks.

• Annual Planning:
  Develop bottom-up operating, capacity, and financial models that support annual planning.
• Planning Support:
  Provide planning insights and recommendations that inform quarterly business reviews, Board materials, and strategic planning discussions.
• Planning Model Management:
  Maintain integrated planning models spanning budgets, headcount, revenue forecasts, capacity planning, and long-range growth assumptions.
• Forecasting & Performance Management:
  Refine forecasts, evaluate investment decisions, and monitor performance against plan throughout the year.
• Cross-Functional Partnership:
  Partner with Finance and Customer Office leadership to align operating plans and strategic priorities.

• Business Cadence Management:
  Lead recurring business reviews, operational cadences, and governance forums that drive accountability and organizational performance.
• Executive Reporting:
  Develop executive-ready reporting and presentation materials for Quarterly Business Reviews, Board of Directors meetings, Monthly Business Reviews, and ad hoc leadership requests.
• Performance Management:
  Define, monitor, and continuously refine key performance indicators and operational metrics across the Customer Office.
• Business Intelligence Enablement:
  Partner with Business Intelligence to develop scalable dashboards and self-service reporting capabilities that improve decision-making across the organization.
• Data Governance:
  Ensure the integrity, accuracy, and consistency of operational data and reporting used by executives and the Board.

• Bachelor's degree in Business, Management, or related field; MBA preferred.
• 10+ years of experience in strategy, business analysis, operations or related roles.
• 7+ years of experience within SaaS, preferably within GTM, Customer Success, Support, or Services Operations.
• Extensive experience with customer-focused analysis—churn analytics, support demand modeling, services attach/expansion, adoption analytics, and customer health/risk modeling.
• Deep expertise analyzing data in Excel across multiple data sets and creating reusable workbooks for senior audiences.
• Proven expertise in using Power BI, Tableau, or other business intelligence tools.
• Experience with CRM, Revenue Management, and Customer Success software (e.g., Salesforce,…