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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
customer insightsmarket researchbehavioral data sciencequantitative methodsqualitative managementNPS programsCSAT programsdashboardingcompetitive intelligencemarket sizing
Soft Skills
leadershipcommunicationstrategic thinkingnegotiationcollaborationanalytical thinkingproblem-solvingcustomer advocacyproject managementquality assurance
Tools & Technologies
QualtricsForstaAlchemerSalesforceClariHubSpotOmniPower BIAI-moderated interviewssynthetic data
Industry Keywords
B2B researchcustomer sentimentfeedback loopsexecutive reportingclosed-loop feedbackcustomer re-engagementproduct feedback metricsemerging research methodologiesdata validationcustomer feedback programs
About the role
Key responsibilities & impact- Design, execute and deliver end-to-end statistically robust customer insights workflows spanning CSAT trackers, relationship NPS and Semi-Annual Customer research (SACR), automated feedback loops (product and CSAT based), and specialized B2B research.
- Manage an Extensive Research Portfolio: From brief through delivery, including vendor selection, fieldwork oversight, quality assurance, analysis, and executive reporting.
- Partner directly with Platform Intelligence, Product, Rev Ops, CX and Finance teams to connect operational data with customer sentiment.
- Support the Data team with exploration and validation of our customers’ emerging research methodologies, including AI-moderated interviews (AIMI) and Synthetic Data matching/boosting.
- Direct the strategy, commercial negotiation, and feature deployment of enterprise feedback tools (e.g., Qualtrics, Forsta, Alchemer) and ensure seamless integrations with critical CRM and operational stacks (Salesforce, Clari, HubSpot).
- Synthesize multi-source quantitative and qualitative data sets into concise, prioritized highlights for the Executive Leadership Team (GLT) and the Board to infuse customer sentiment and shape the long-term GTM strategy.
- Act as the primary representative for the customer by providing expert guidance to the CXO and organizational leadership on client needs and perceptions to inform product roadmaps and commercial strategies.
- Oversee closed-loop feedback processes (such as the customer re-engagement framework and automated slack escalations) to proactively provide platform and product feedback to R&D, help combat churn, support key customer migrations, and unblock accounts.
Requirements
What you’ll need- 8+ years of progressive experience leading Customer Insights, Market Research, or Behavioral Data Science programs.
- Proven experience managing market research for a firm or brand, with B2B focus a plus.
- Strong grasp of classical quantitative methods (survey scripting, sampling matrices, structural variations) paired with qualitative management.
- Familiarity with emerging AI-enabled methodologies, including AI personas, virtual twins, and predictive data clones.
- Hands-on experience running numerous NPS and CSAT programs and driving measurable improvements in product feedback metrics.
- Track record managing 30–45+ research projects annually and stewarding customer feedback programs or communities with measurable advocacy outcomes.
- Familiarity with dashboarding tools such as Omni or Power BI to democratize insights across the organization.
- Experience with vendor selection and managing external fieldwork partners.
- Familiarity conducting competitive intelligence and market sizing for B2B SaaS markets.
- Mastery of core feedback platforms (Qualtrics, Forsta).
- High familiarity with pipeline and interaction tracking tools (Salesforce, Clari, HubSpot, Slack).
Benefits
Comp & perks- Medical, Dental, and Vision insurance options to suit you and your family’s needs
- 401K with company matching
- PTO, unlimited sick days
- Remote Work
- Paid maternity and paternity leave