Senior Voice of Customer Researcher Jobs

New

Senior Voice of Customer Researcher

The Research, Analytics & Data Science (RAD!) team at Intercom exists to build, ...

Location

Germany , Berlin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

2–4+ years experience in user research, product research, competitive intelligence, or a related analytical insight role
Experience running end-to-end research or analysis projects with clear impact—scoping, planning, execution, synthesis, and delivery
Fluency in qualitative and quantitative methods, and good judgment on when and how to use each
Ability to extract meaning from imperfect datasets and messy inputs (e.g., Sales data, call recordings, partial feedback)
Experience influencing roadmap, sales strategy, or organizational prioritization through research
Ability to frame ambiguous problems, challenge assumptions, and push teams toward clarity
Comfort leading debate, calling out inconsistencies, and driving energy into unresolved issues
Strong narrative and synthesis skills—able to convert complex signals into concise, actionable recommendations
Experience partnering with cross-functional teams (Product, PMM, Sales, CS, Biz Ops)
Skilled at both presenting insights and facilitating conversations that move teams toward decisions

Job Responsibility

Own and drive the Voice of Customer research program
Lead a monthly, rolling Voice of Customer insights generation process end-to-end, from theme surfacing through high-fidelity deep-dive analysis and final narrative delivery
Investigate product-market fit signals: where our products resonate, where they struggle, and the product gaps driving losses
Evaluate GTM effectiveness: sales process, positioning, pricing, pipeline hygiene, and competitive posture
Identify buyer patterns and readiness profiles (e.g., AI-forward vs. AI-hesitant), surfacing insights that meaningfully guide targeting and enablement
Experiment with processes and methodologies
Continually refine how we produce monthly insights, balancing speed with rigor
Use mixed-methods approaches to uncover friction, motivations, behaviours, and decision drivers
Work creatively with imperfect inputs, e.g., Salesforce, Gong, to generate clarity from ambiguity
Define a good problem & process fit

What we offer

Competitive salary, annual bonus and equity
Regular compensation reviews - we reward great work!
Generous paid time off above statutory minimum
Hybrid working
MacBooks are our standard, but we also offer Windows for certain roles when needed
Fun events for Intercomrades, friends, and family

New

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , Chicago

Salary:

137700.00 - 164475.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption
Leveraging our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leveraging data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gaining a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborating and aligning cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborating with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Working with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Informing our Customer Education Content roadmap and collaborating with our learning experience designers to create new content for customers
Collaborating with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

New

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , San Francisco

Salary:

153000.00 - 182750.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspect the segment, identify/evaluate trends, propose and build out solutions, all with the goal of influencing customer retention and product adoption
Leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family
All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs)

Fulltime

New

Research Manager

We are seeking an experienced and passionate Research Manager to lead our Custom...

Location

Israel , Netanya/Tel Aviv

Salary:

Not provided

JFrog

Expiration Date

Until further notice

Requirements

A Ph.D. (preferred) or Ma/MSc with thesis in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Business, Data Science) or equivalent industry experience
5+ years of experience in research roles, with at least 2 years in a leadership or management position
Proven experience managing and mentoring a team of researchers and analysts
Strong expertise in both qualitative and quantitative research methodologies
Demonstrated ability to translate research findings into actionable insights and strategic recommendations
Excellent communication, presentation, and interpersonal skills, with the ability to effectively convey complex information to diverse audiences
Proficiency in data analysis tools and techniques
Passion for understanding customer needs and improving user experiences

Job Responsibility

Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
Foster a collaborative and innovative team environment that encourages creativity and knowledge sharing
Tap into an existing experimental research framework and facilitate its execution at scale
Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups within JFrog
Identify opportunities for improving customer engagement and loyalty based on research findings
Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format

Insights Manager

As the Insights Manager, you will lead the development and delivery of customer ...

Location

Netherlands , Amsterdam

Salary:

Not provided

AniCura Group

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Marketing, Economics, Statistics, Data Analytics, or related field (required)
7+ years in market research, customer insights, or business intelligence
Strong technical skills and experience designing, managing, and analysing primary and secondary research—qualitative and quantitative
Experience working across multiple European markets
Skilled with survey and analytics platforms such as Power BI, Tableau, SPSS
Demonstrated ability to translate complex data into clear, actionable insights
Experience selecting and implementing Voice of the Customer tools, including NPS and CSAT
Strong communication and storytelling skills, with experience engaging senior leaders
Fluent in English

Job Responsibility

Design and deliver the MVH Europe insight strategy, championing customer and market understanding across the business
Create a consolidated, reliable source of customer insight, rationalising data sources across markets
Transform complex datasets into clear, actionable narratives that influence strategic direction
Conduct and manage qualitative and quantitative research, including advanced methods and innovative tools (e.g., AI-driven research)
Analyse new and existing datasets to identify trends that inform marketing and demand-generation strategies
Produce executive-level reports on customer sentiment and present recommendations to senior leaders
Partner with the Data & Analytics team to integrate customer data, survey outputs, and insights into a single view of the customer journey
Collaborate with the Marketing organisation to embed customer and market insight into decision-making
Manage external research partners and vendors, ensuring projects run on time, on budget, and deliver high-quality outputs

What we offer

Join a purpose driven company, where we’re striving to shape the future of veterinary care, together
An industry competitive salary and benefits package
A stimulating work environment with good opportunities for personal development
Freedom to take responsibility and the opportunity to influence
Flexible working hours, hybrid working, international, digital work environment
Learning and development opportunities
The opportunity to cuddle our beloved 4-legged friends in our offices

Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our C...

Location

United States , Mountain View

Salary:

216000.00 - 264000.00 USD / Year

EarnIn

Expiration Date

Until further notice

Requirements

Deep passion for customers and a strong belief in the power of care as a product differentiator
7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
Demonstrated ability to build and scale user research and feedback loops into product pipelines
Outstanding analytical and problem-solving skills
data-driven decision-making is a must
Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
Excellent communication and collaboration skills—especially in high-ambiguity environments

Job Responsibility

Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale

What we offer

equity
benefits

Fulltime

Head of Marketing

Casechek is on a mission to innovate the implant supply chain and bring greater ...

Location

United States , Chicago

Salary:

160000.00 - 180000.00 USD / Year

Casechek

Expiration Date

Until further notice

Requirements

10+ years of progressive B2B SaaS marketing experience, including significant product-marketing leadership and broader marketing team management
Demonstrated experience leading, coaching, and scaling small marketing teams or departments in a high-growth environment
Proven track record driving measurable pipeline and revenue growth through integrated marketing programs
Experience collaborating with and presenting to senior executives and boards
Healthcare supply chain experience strongly preferred
knowledge of OR/Clinical Assets/Medical Devices a plus
Proficiency with CRM and marketing automation platforms (Salesforce and Pardot preferred)
Strong analytical skills in Excel and exceptional presentation skills in PowerPoint
Bachelor’s degree in Marketing, Business Administration, or a related field (MBA preferred)

Job Responsibility

Own the development and execution of annual integrated marketing plans spanning brand, demand generation, digital, events, and product marketing initiatives
Drive product marketing strategy, including content creation, sales enablement, voice-of-customer research, and market analysis
Develop ongoing commercialization plans to ensure growth of new and existing solutions
Lead, mentor, and grow the current marketing team, building a culture of accountability and innovation
Develop talent to scale a small but high-impact department, aligning team structure and roles with company growth
Create and maintain messaging frameworks and solution playbooks to define product value, guide client-facing assets, and reinforce Casechek’s brand story
Stay ahead of industry trends and competitive developments
Conduct and synthesize voice-of-customer research to inform product and portfolio decisions and identify market opportunities
Oversee Sr. Marketing Specialist and broader team to deliver high-impact content and multi-channel campaigns that drive measurable pipeline growth
Develop and execute a sales-enablement strategy to communicate value propositions and economic benefits to the Commercial team and market

What we offer

Competitive Salary and Annual Bonus
Opportunity for Long-Term Incentives (LTI)
401(k) Match
Work-from-Home Flexibility
Flexible Time Off (Unlimited PTO)
Parental Leave
Comprehensive Medical and Dental Benefits
Brand-New Pro-Level Laptop
Annual Education Budget

Fulltime

Senior Product Manager, Pricing, Monetization and Billing Systems

As a Pricing, Monetization, and Billing Systems Product Manager at Apollo.io, yo...

Location

United States

Salary:

187000.00 - 240000.00 USD / Year

Apollo.io

Expiration Date

Until further notice

Requirements

6+ years of experience in Product Management, preferably in Monetization, Billing Systems, Pricing, or Product-Led Growth (PLG) at a B2B SaaS company
Hands-on experience with Stripe or similar billing platforms, including subscription logic, invoicing, discounting, and pricing APIs
Proven success building B2B billing products for one-time and recurring use cases, including pricing models, billing runs/schedules, and subscription management, ramps, tiers, bundles, usage-based pricing etc.
Deep understanding of how B2B SaaS businesses transact — from self-serve purchases to enterprise contracts, renewals, and expansions
Demonstrated ability to build pricing governance and infrastructure, ensuring clarity and consistency across offers
Financial acumen: experience with profitability modeling, unit economics, and forecasting revenue impact of pricing decisions
Strong analytical and research skills
experienced with both quantitative (SQL, Looker, Amplitude) and qualitative (VoC, interviews, market studies) methods
Proven ability to lead cross-functional alignment with engineering, finance, GTM, and leadership teams
Excellent communication and storytelling skills — able to influence and drive consensus on complex pricing and system topics

Job Responsibility

Design and Launch Pricing & Packaging Capabilities: Own pricing and packaging initiatives end-to-end — define requirements, partner with engineering, and monitor business KPIs such as ARR, ARPU, ARPA, and NDR
Lead Monetization Experiments: Design and run A/B tests to optimize pricing, feature gating, freemium-to-paid conversion, upsell flows, and trial experiences
Drive Data-Driven Decisions: Use analytics (SQL, Amplitude, Looker) and customer research to measure and understand the revenue impact of pricing and packaging changes
Build Pricing Infrastructure and Governance: Create frameworks for SKU hierarchy, discounting logic, offer rationalization, and pricing governance to ensure consistency across teams
Inform Strategy through Market and Customer Insights: Conduct competitive pricing analysis, Win/Loss research, and Voice-of-Customer studies to inform monetization direction
Partner on Go-to-Market Execution: Collaborate with sales, marketing, enablement, and finance to operationalize pricing changes, build pricing tools, and deliver internal training
Influence and Communicate Effectively: Present monetization strategies and tradeoffs to executive leadership, ensuring alignment across product, finance, and GTM teams
Own Apollo’s Billing Platform: Define and evolve Apollo’s end-to-end billing capabilities across one-time and recurring billing, subscriptions, invoicing, discounts, bundles, and SKU catalog
Partner with Engineering to Build Scalable Billing Systems: Translate business needs into product requirements that enable flexible billing runs, pricing schedules, and recurring/one-time models on Stripe
Build Advanced Billing Models: Implement pricing constructs such as tiers, ramps, bundles, and usage-based components in a unified billing architecture

What we offer

equity
company bonus or sales commissions/bonuses
401(k) plan
at least 10 paid holidays per year, flex PTO, and parental leave
employee assistance program and wellbeing benefits
global travel coverage
life/AD&D/STD/LTD insurance
FSA/HSA and medical, dental, and vision benefits

Fulltime

Senior Voice of Customer Researcher

Intercom

Location:
Ireland; United Kingdom , Dublin ▼
London

Category:
Research and Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 27, 2025

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