Senior Customer Insights Manager

Axonify is the AI-Powered Frontline Enablement Platform that helps organizations close the gap between learning and execution. By unifying learning, execution and insights capabilities, Axonify drives real business impacts for the world’s largest frontline organizations across retail, grocery, healthcare, and financial services.

More than 4 million employees across 160+ countries rely on Axonify today. It’s an exciting time to join as we transform the company and build what’s next.

We’re a team that thinks deeply, moves with intention, and embraces new ideas. We learn quickly, keep a sharp focus on real-world impact, and take meaningful action to drive progress. And we do it as one team, with openness, creativity, and a shared drive to keep pushing what’s possible

The Customer Insights Manager serves as Axonify's connection between our customers and the teams that build for them. This role owns and scales the customer feedback lifecycle and structured win/loss program, transforming customer and prospect signals into actionable insights that inform product strategy, roadmap decisions, messaging, and competitive strategy.

Reporting to the Vice President, Marketing, this role partners closely with Product, Sales, and Customer Success throughout the product lifecycle, including early-stage discovery and product development. The Customer Insights Manager brings together feedback from multiple channels and customer segments, identifies product-level themes and opportunities, and ensures customer insights reach the teams and leaders who can act on them.

Product Feedback & Strategic Insights

• Design, build, and continuously evolve scalable processes for collecting, organizing, analyzing, and sharing customer feedback across Axonify’s customer base, product portfolio, and customer journey, including maintaining the feedback loop with customers.
• Engage a diverse range of customer stakeholders, including power users, enterprise clients, and new customers, through interviews, surveys, focus groups, product review sessions, Early Access Programs, beta programs, and other qualitative and quantitative research methods.
• Aggregate and synthesize insights from User Voice, Gong, Customer Success, Sales, and direct customer research to uncover underlying customer problems, identify patterns across customers, segments, products, and feedback channels, and surface strategic opportunities beyond individual feature requests.
• Partner closely with Product Managers to translate customer evidence into product strategy and decisions, from early-stage discovery through development, roadmap prioritization, and launch.
• Translate insights into clear recommendations and compelling narratives for Product, Marketing, and Leadership; partner with the Marketing team to incorporate the voice of the customer into messaging, campaigns, and content strategies.
• Facilitate cross-functional working sessions and present findings to senior stakeholders to drive alignment, action, and measurable impact from customer insights.
• Influence cross-functional decisions through evidence-based insights and recommendations, balancing customer feedback with broader product and business context.

• Design, own, and continuously evolve Axonify’s win/loss program, including interview frameworks, data collection, analysis and reporting.
• Conduct win/loss interviews and analyze patterns to uncover decision drivers, competitive gaps, product opportunities, messaging opportunities, and enablement needs.
• Translate win/loss findings into actionable recommendations and facilitate regular reviews with key stakeholders across Sales, Marketing, and Product.
• Maintain a win/loss repository to track trends over time, by segment, competitor, and deal type.

• 5+ years of experience in customer insights, Voice of Customer, customer research, product research, or a related field, ideally within a B2B SaaS environment
• Experience designing, building and scaling Voice of Customer and win/loss programs, including conducting structured customer and prospect research Across multiple products, segments or feedback channels.
• Experience…