Director, Product Management - Voice of Customer & Customer Experience

Clarvos LLC•Charleston, SC

3d•Remote

About The Position

The Director of Product Management, Voice of Customer and Customer Experience, is responsible for translating customer insight into measurable product and business outcomes. This leader will own the Voice of Customer function, customer experience strategy, and cross-product prioritization for capabilities that improve retention, expansion, customer satisfaction, and advocacy. This role requires a highly customer-facing product leader with strong business judgment and a demonstrated ability to connect customer needs, user experience, product adoption, and commercial performance. The ideal candidate has directly owned and lead with Voice of Customer programs, led a UX design function, and served as a bar raiser for customer-centered product development. This is a hands-on leadership role for a self-starter who can move fluidly between customer conversations, experience strategy, product requirements, operating metrics, and executive-level business decisions. The Director will be accountable for driving retention, upsell, CSAT, NPS, product adoption, and subscription conversion outcomes.

Requirements

10 or more years of experience in product management, customer experience, UX design, UX research, or related digital product disciplines.
5 or more years of leadership experience managing product, UX design, UX research, or customer experience teams.
Demonstrated ownership of a formal Voice of Customer program and the ability to translate customer evidence into product strategy and measurable business outcomes.
Previous experience leading or overseeing a UX design function and raising the quality bar for customer-centered product development.
Proven experience owning or materially influencing retention, churn, upsell, CSAT, NPS, adoption, or subscription conversion metrics.
Significant customer-facing experience, including direct engagement with senior customer stakeholders and executive sponsors.
Strong commercial and financial understanding, including the ability to evaluate opportunities through revenue, retention, cost, risk, and customer-value considerations.
Experience leading cross-functional initiatives across Product, Design, Engineering, Customer Success, Sales, Support, and Marketing.
Excellent product requirements, prioritization, roadmap management, executive communication, facilitation, and stakeholder-management skills.
Demonstrated ability to operate as a self-starter, establish structure in ambiguity, and balance strategic leadership with hands-on execution.

Nice To Haves

Experience in B2B SaaS, MarTech, AdTech, AI, analytics, or enterprise software.
Experience managing products with multiple subscription tiers, expansion paths, or product-led growth motions.
Background in UX design, service design, human-centered design, or user research.
Experience developing customer health, renewal-risk, product adoption, or expansion models.
Experience building customer advisory boards, executive customer councils, or other structured customer feedback programs.
Experience connecting qualitative customer insight with product analytics and commercial performance data.

Responsibilities

Own and evolve the company-wide Voice of Customer program across customer interviews, surveys, support feedback, behavioral data, usability research, Sales insights, and Customer Success interactions.
Establish a consistent operating process for collecting, synthesizing, prioritizing, and operationalizing customer feedback across the product organization.
Convert customer feedback into clear product opportunities, requirements, roadmap recommendations, and investment decisions.
Distinguish isolated customer requests from recurring market needs and scalable product opportunities.
Ensure customer insights are incorporated into product strategy, quarterly planning, release decisions, and cross-pod prioritization.
Build closed-loop feedback practices that demonstrate how customer input influences product decisions and delivered capabilities.
Set the customer experience vision and UX quality bar across onboarding, activation, ongoing use, renewal, and expansion.
Lead and support UX design and UX research, establishing standards for usability, accessibility, interaction design, research quality, and experience consistency.
Identify friction across customer workflows and prioritize improvements based on customer impact, business value, risk, and implementation effort.
Own product strategies and capabilities directly tied to retention, churn reduction, upsell, CSAT, NPS, adoption, and subscription conversion.
Establish quarterly outcome targets for reducing churn, improving retention, and increasing conversion from one subscription tier or product package to the next.
Identify product signals and customer behaviors that indicate renewal risk, dissatisfaction, expansion potential, or unmet demand.
Manage cross-pod alignment and support Product Managers in prioritization, requirements development, and delivery against shared customer and business outcomes.
Write and own clear product requirements, success measures, decision frameworks, and acceptance criteria for core customer experience initiatives.
Partner with Product, Engineering, Design, Customer Success, Sales, Support, Marketing, and Finance to translate customer experience improvements into measurable commercial results.
Communicate strategy, priorities, tradeoffs, progress, risks, and realized outcomes clearly to executive leadership and other stakeholders.