Customer Insights Manager

About the role

The Customer Insights Manager serves as Axonify's connection between our customers and the teams that build for them. By running the customer feedback lifecycle and a structured win/loss program, this role surfaces the insights and decision drivers that inform product roadmap, messaging, and competitive strategy. Reporting to the Vice President, Marketing, the role collaborates across Product, Sales, and Customer Success to make sure customer and prospect signals reach the people who can act on them.

Responsibilities

• Proactively engage customers through interviews, surveys, focus groups, and product review sessions to gather qualitative and quantitative feedback.
• Agregate feedback from User Voice and Gong to provide a consolidated view of customer issues and needs.
• 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.
• 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.

Requirements

• 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.
• 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.

Qualifications

• Experience 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.
• 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.

Skills

• Customer insights and research.
• Product feedback and win/loss programs.
• Competitive pricing research.
• Communication and presentation skills.
• Data analysis and interpretation.
• Survey and feedback platform proficiency.
• User feedback platform experience.

Benefits

Comprehensive health benefits, time off, wellness spending account, home workspace setup, parental top-up, new parent days, matched retirement savings, professional development budget, volunteer time, and community impact.

Pay

The estimated base salary range for this role in Canada is $84,000 CAD - $105,000 CAD - $126,000 CAD and reflects growth from building capability in the role to fully excelling over time, with most new hires joining near the midpoint. Actual salaries may vary within the range, or above or below it, based on factors such as experience, skills, location, and business needs.

Schedule

This role is open to candidates who are located in, and authorized to work in, Canada. For our hybrid employees, we embrace a hybrid-flexible work environment. Most days, you choose the location that best supports your work—your home office or our Waterloo or Toronto offices. On Wednesdays, Axonifers within commuting distance come together for Work from Work Wednesdays—a day designed for collaboration, connection, and meaningful in-person moments.