Senior Director, Voice of the Customer, Insights

Role Overview

• Build and manage a comprehensive customer health monitoring framework using product usage data, support signals, renewal insights, sentiment metrics, and CSM feedback.
• Identify early-warning indicators of customer dissatisfaction and create a structured process for early intervention.
• Lead select customer health reviews and provide executive‑level visibility into risk trends and key accounts.
• Develop actionable playbooks for proactive outreach and engagement when customer health declines.
• Lead a hands‑on team responsible for engaging directly with customers who show signs of discontent or escalating risk.
• Facilitate diagnostics, root cause analysis, and coordinated remediation plans across Product, Support, and Customer Success.
• Stand up “SWAT” or “Tiger Team” motions for complex or high‑impact customer situations.
• Track recurring issues that require systemic improvements and partner with functional leaders to drive long‑term fixes.
• Build and scale a formal customer advocacy motion aligned with retention, expansion, and product adoption objectives.
• Identify and nurture advocate‑ready customers based on health, outcomes, and value realization.
• Maintain a roster of potential advocates and provide context, insight, and introductions to Customer Marketing.
• Collaborate closely with Customer Success Managers to identify moments of value that can be turned into advocacy.
• Partner with Customer Marketing to recommend customers for: Case studies, Webinars, Referral calls, Customer awards, Event speaking engagements.
• Provide background insights, customer stories, and context so Customer Marketing can own and execute content creation effectively.
• Serve as the strategic bridge between customer value realization and customer storytelling.
• Build and lead a structured VoC program that consolidates insights from surveys, support data, user analytics, and customer interactions.
• Turn VoC data into actionable recommendations for Product, Support, Customer Success, and leadership.
• Communicate VoC findings through dashboards and executive reporting, highlighting trends and opportunities.
• Recruit, lead, and mentor a team specializing in advocacy, customer health, and proactive engagement.
• Foster a culture of customer-centric thinking and continuous improvement.
• Establish clear performance KPIs and operational cadence.

Requirements

• 6-8 years managing Customer Advocacy, Voice of the Customer (VoC), Customer Experience, or related programs in SaaS or enterprise software environments.
• Demonstrated success operating in a hands-on role with direct client engagement, including leading customer meetings, executive debriefs, and recovery initiatives.
• Proven ability to design and optimize customer health scoring models, risk detection frameworks, and proactive engagement strategies.
• Strong experience using customer data—sentiment, usage analytics, support trends—to predict risk and drive positive customer outcomes.
• Track record leading teams responsible for customer advocacy, escalations, or customer engagement.
• Excellent communication, executive presence, and storytelling skills.
• Experience working closely with Customer Marketing to identify advocacy candidates (without owning content development).
• Strong cross-functional leadership skills with the ability to influence Product, Support, Sales, and Customer Success.
• Experience in supply chain technology, logistics software, or adjacent enterprise SaaS is an asset.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities