Customer Change Management & Communications Manager; R

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The Customer Change Management & Communications Manager is responsible for defining and governing the intake, assessment, and communication of customer-facing change initiatives across Dun & Bradstreet. This role establishes a global, centralized 'change funnel' framework ensuring that material and breaking customer-impacting changes are properly assessed, segmented, and supported through the appropriate communication and enablement channels.

The role drives consistency, accountability, and improved customer experience by ensuring change initiators provide the required customer impact assessments, enablement content, and support models before customer communications are executed. Working closely with Customer Success, Sales, Product, Legal, Marketing, and Client Learning & Adoption teams.

This role owns the communication strategy across digital, hybrid, and white-glove delivery models, and partners with the Digital CSM function to execute scalable, high-quality customer communications and change adoption programs.

• 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/AEreadiness, and downstream retention or adoption impact — and use insights to improve future changeexecution.

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

• 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…