Little Spoon

Customer Success Manager

• Be the Strategic Partner: Act as the primary analytics partner for the Customer Engagement group, working across Lifecycle Marketing, Digital Product, and other teams to translate business questions into data-driven roadmaps.
• Drive Retention & Engagement: Apply statistical modeling techniques, such as regression, to identify behavioral drivers of churn and surface actionable opportunities to improve customer lifetime value (LTV).
• Own the Data Lifecycle: Manage and update dbt models to ensure our customer engagement data is clean, reliable, and ready for analysis.
• Build Intuitive Dashboards: Build and maintain high-impact Omni dashboards that move beyond vanity metrics, providing teams with the data and insights they need to succeed.
• Champion Experimentation: Lead the design, execution, measurement, and socialization of A/B tests aimed at increasing engagement and reducing churn.
• Influence Strategy: Deliver clear, compelling 'so what' insights to leadership, ensuring that every strategic decision is backed by rigorous data and a deep understanding of our customers.

Manager, Strategic Analytics – Customer Engagement

Customer Support

• Own Little Spoon’s end-to-end customer experience strategy across all touchpoints, from onboarding to issue resolution and retention.
• Continue to evolve CX from reactive support into a proactive experience engine that builds trust, loyalty, and lifetime value.
• Identify moments that matter most to parents and design experiences that meaningfully reduce friction and create surprise & delight.
• Lead, mentor, and develop a high-performing CX team through scale and change. Maintain and support team morale.
• Build clear goals, accountability, and career paths that attract and retain exceptional CX talent.
• Own CX performance metrics and use data to drive continuous improvement.
• Develop and own the CX technology roadmap, including thoughtful adoption of AI and automation.

Manager, Strategic Analytics – Customer Engagement

Director, Customer Experience