Voice of Customer Manager

Clio•Vancouver, BC

5d•CA$136,800 - CA$205,200•Hybrid

About The Position

Clio is seeking a Voice of Customer Manager to join their Customer Success team. This role is a 12-18 month fixed-term contract position located in Toronto, Vancouver, or Calgary. The Voice of Customer Manager will be a key partner in a team focused on improving the customer experience by building new capabilities within the Customer Success organization. The role involves collaborating with Product, Marketing, Sales, and other teams to ensure customer voices are central to decision-making, driving continuous improvement and creating a proactive customer experience that fosters engagement, loyalty, and satisfaction. The successful candidate will be an experienced VoC professional with a proven track record of managing VoC functions, a passion for understanding customer motivations, behaviors, and needs, and expertise in running VoC programs. They will be responsible for managing and enhancing VoC programs, analyzing customer feedback, and driving customer retention, satisfaction, and success through strategic insights and actionable recommendations. The role requires a self-motivated problem-solver who can uncover, validate, and apply data to improve the customer experience, and who values growth and learning.

Requirements

5+ years of experience in Senior IC or Leadership roles within CX, Voice of Customer, or Customer Success.
Experience preferably dealing with high volume SMB clients with a focus in customer and customer voice.
Expertise in running voice of customer (VoC) programs.
Proven track record of managing VoC functions within the business.
Passion for understanding customer motivations, behaviors, and needs.
Expertise at gathering and leveraging customer feedback to drive meaningful change.
Expert collaborator, loving to work across teams to help align priorities and drive buy-in for the vision of scaled customer programs.
Data-first approach, expert at using Customer Success and VoC software.
Confident in partnering with Data Insights experts to derive insights to inform recommendations and substantiate approaches.
AI proficient, having used AI tools to build new workflows, efficiencies, and outputs.
Confident storyteller, comfortable presenting to executive-level audiences, translating complex data into clear, compelling narratives that can drive business decisions.
Strategic yet tactical thinker, with the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies.
Intellectually curious, with a habit of uncovering opportunities, investigating the drivers, and predicting outcomes.
Organized, yet flexible, with a methodical approach to structuring work and prioritizing as new opportunities arise.
Bias toward action, energized by making things happen while acting with integrity.
Self-starter, naturally curious, resourceful, and motivated to make things happen.

Nice To Haves

Experience with VoC platforms with an emphasis on Qualtrics.
A strong grasp of AI and familiarity with AI tools.

Responsibilities

Manage and enhance Voice of Customer (VoC) programs that gather, analyze, and act on customer feedback.
Work with cross-functional teams to drive customer retention, satisfaction, and overall success through strategic insights and actionable recommendations.
Ensure customers' feedback is consistently and effectively captured, analyzed, and utilized to improve the customer experience.
Grow a portfolio of VoC initiatives, continually assessing their effectiveness and launching new programs within Clio’s core measurement (NPS and CSAT) programs and other listening posts.
Identify and implement AI-driven workflows that expand how we capture, understand, and act on customer feedback.
Utilize customer data and analytics to identify trends, pain points, and opportunities for improvement in the customer journey.
Expand seamless integration of VoC data with other customer data systems to provide a holistic view of the customer experience.
Collaborate with Strategic Research, Data Insights, and Product Research teams to tell a cohesive customer story and provide the business with unified insights.
Collaborate closely with Strategic Research, Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals.
Execute on the ongoing maintenance and continuous improvement of VoC programs, ensuring they remain relevant and effective.
Maintain and evolve a robust customer feedback loop, ensuring that insights are communicated back to customers and internal stakeholders, and that actions are taken based on feedback received.
Oversee, grow, and sustain the internal customer feedback panel as a source of continuous feedback with customers.