Voice of Customer Manager

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Voice of Customer Manager to join our Customer Success team in Toronto, Vancouver, or Calgary on a 12-18 month fixed term contract.

As the Voice of Customer Manager, you’ll be a key partner in a team that values excellence and initiative, and is passionate about testing and improving the customer experience. You will help Clio build new capabilities within our Customer Success organization to help customers thrive in our increasingly broad set of product offerings. Your work will have a long-lasting and meaningful impact, and you will be supported along your career journey to take chances and have the opportunity to do the best work of your career.

You will be surrounded by a talented group of high-performing Customer Success professionals, seasoned in SaaS and driven by collective success. Together, you will set the bar for a best-in-class Voice of Customer (VoC) program, and use that learning to improve the business across all partner channels. By collaborating with Product, Marketing, Sales, and other teams, we ensure that customer voices are central to all decision-making processes, driving continuous improvement and creating a proactive customer experience that fosters engagement, loyalty, and satisfaction.

You are an experienced VoC professional with a proven track record of managing VoC functions within the business. You have a passion for understanding customer motivations, behaviors, and needs, and you excel at gathering and leveraging customer feedback to drive meaningful change. You are an expert in running voice of customer (VoC) programs, and you are eager to grow and enhance these programs.

You are biased toward action and known for your ability to act with precision and integrity. As the Voice of Customer Program Manager, you will be responsible for managing and enhancing VoC programs that gather, analyze, and act on customer feedback. You will work with cross-functional teams to drive customer retention, satisfaction, and overall success through strategic insights and actionable recommendations.

You will bring your sense of drive and collaboration to help align priorities across different internal stakeholder groups while keeping our customers' voices at the forefront. Your goal is to ensure customers' feedback is consistently and effectively captured, analyzed, and utilized to improve the customer experience. You are excited by the opportunity and challenges that come with owning a function in a high-growth company.

You are eager to roll up your sleeves to become an expert in our system, build new processes, and create trust with stakeholders by quickly proving value. You are a self-motivated problem-solver who’s driven to uncover data and knows how to effectively source it, validate it, and apply it to improve the customer experience. You value growth and learning and are known for your ability to modify behavior and attitudes with scaled solutions.

You love bringing grounded strategies to life and are energized by execution.

Grow a portfolio of VoC initiatives, continually assessing their effectiveness and launching new programs within Clio’s core measurement (NPS and CSAT) programs and other listening posts.

Identify and implement AI-driven workflows that expand how we capture, understand, and act on customer feedback.

Data-Driven Insights:
Utilize customer data and analytics to identify trends, pain points, and opportunities for improvement in the customer journey.

Expand seamless integration of VoC data with other customer data systems to provide a holistic view of the customer experience.

Collaborate with our Strategic Research, Data Insights, and Product Research teams to tell a cohesive…