Customer Insights Manager

• Proactively engage customers through interviews, surveys, focus groups, and product review sessions to gather qualitative and quantitative feedback.
• Aggregate feedback from User Voice and Gong to provide a consolidated view of customer issues and needs.
• Build and maintain strong relationships with a diverse set of customer stakeholders, including power users, enterprise clients, and new customers.
• Partner with Product, Customer Success and Sales teams to identify feedback opportunities across the customer journey.
• Identify patterns and trends in customer feedback to surface actionable insights for the product and marketing teams.
• Maintain a feedback loop with customer success to ensure customers are informed of how their input influenced product decisions.

• Produce regular reports and presentations for Product, Marketing, and Leadership teams summarizing customer insights, sentiment trends, and feedback themes.
• Collaborate closely with Product Managers to inform roadmap prioritization and feature development based on customer input.
• Work with the Marketing team to incorporate the voice of the customer into messaging, campaigns, and content strategies.
• Present findings in a compelling, accessible way that drives action across teams.

Win/Loss Analysis

• Design and own Axonify’s win/loss program, including interview frameworks, data collection, and cadence of reporting.
• Conduct structured interviews with recent wins and losses to uncover the decision drivers behind each outcome.
• Partner with Sales, Marketing, and Product to analyze patterns across wins and losses and translate findings into actionable recommendations.
• Facilitate regular win/loss review sessions with Sales leadership and key stakeholders, presenting insights in a clear and compelling format.
• Maintain a win/loss repository to track trends over time, by segment, competitor, and deal type.
• Surface competitive gaps, messaging opportunities, and enablement needs identified through win/loss interviews.

• 3-5 years of experience in customer insights, VoC, customer research or a related field.
• Experience designing and executing product feedback and win/loss programs, including conducting structured customer and prospect interviews.
• Familiarity with competitive pricing research methodologies and the ability to synthesize findings into strategic recommendations.
• Strong ability to communicate directly with customers in interviews, surveys, and feedback sessions 
• Experience aggregating and synthesizing large volumes of qualitative and quantitative feedback into clear narratives.
• Excellent written and verbal communication skills, with the ability to present insights clearly to cross-functional audiences.
• Proficiency with survey and feedback platforms (e.g., Qualtrics, Medallia, Typeform, SurveyMonkey).
• Experience working with user feedback platforms such as UserVoice, Gong
• Strong analytical skills with experience working with data in Excel, Google Sheets, or similar tools.

• Feel free to use AI to support your thinking - not replace it. We use AI to learn and level up, and you can too.
• Be open about how you use AI if asked. Transparency helps us understand your process and how you approach problem-solving.
• Stay authentic. We’re hiring people, not prompts, your ideas, your experiences, and your voice are what matter.