Voice of Customer Manager

Job Responsibility: Clio is more than just a tech company-we are a global leader that is 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 Burnaby, Calgary, and Toronto. This role will report to the Director of Customer Education. What your team does: 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. Who you are: You are an experienced strategic leader with a proven track record of developing and leading major 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 creating and managing voice of customer (VoC) programs, and you are eager to build and maintain these programs from the ground up. You are biased toward action and known for your ability to act surgically and with integrity. As the Voice of Customer Manager, you will be responsible for designing, implementing, and managing 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 building a brand-new 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. What you'll work on: Voice of Customer Program Development

• VoC Strategy: Lead the strategy for developing a world-class VoC program to capture and understand customer feedback, needs, and preferences.
• Feedback Channels: Identify and implement various channels for gathering customer feedback, including surveys, interviews, focus groups, and digital listening tools.
• Program Creation & Oversight: Create and maintain a portfolio of VoC initiatives, continually assessing their effectiveness and pinpointing areas for improvement in line with program objectives.

Customer Insights and Analytics

• Data-Driven Insights: Utilize customer data and analytics to identify trends, pain points, and opportunities for improvement in the customer journey.
• Customer Metrics Development: Partner with cross-functional leadership to manage the development of key customer metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• System Expertise: Develop expertise in leveraging VoC tools and platforms to enhance feedback collection and analysis efforts. Adopt and excel in additional systems as necessary.
• Data Integration: Ensure seamless integration of VoC data with other customer data systems to provide a holistic view of the customer experience.

Collaboration, Communication, and Execution

• Cross-Functional Collaboration: Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals.
• Program Governance: Establish a governance model that assigns clear lines of ownership and responsibilities for VoC initiatives and provides clear swim lanes for overlapping work across the organization.
• Program Maintenance: Execute on the ongoing maintenance and continuous improvement of VoC programs, ensuring they remain relevant and effective.
• Customer Feedback Loop: Establish and maintain a robust customer feedback loop, ensuring that insights are communicated back to customers and internal stakeholders, and that actions are taken based on feedback received.

What you have:

• You're seasoned. You have 5+ years of experience in Senior IC or Leadership roles within Customer Success, preferably dealing with high volume SMB clients with a focus in customer and customer voice.
• You are an expert collaborator. You love working across teams to help align priorities, and drive buy in for the vision of scaled customer programs.
• You have a data-first approach. You're an expert at using Customer Success software, keen to dig into data to understand the full picture, and confident in partnering with Data Insights experts to derive insights to inform your recommendations and substantiate your approaches.
• You're a strategic yet tactical thinker. You have the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies.
• You're intellectually curious. You have a habit of uncovering opportunities, investigating the drivers, and predicting outcomes.
• You're organized, yet flexible. You're methodical in your approach to structuring work and prioritising as new opportunities arise.
• You have a bias toward action. You're energised by making things happen while acting with integrity.
• You're a self-starter. You're naturally curious, resourceful, and motivated to make things happen.

What you will find here: Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The full salary range* for this role is $123,400 to $155,400 to $186,500 CAD.

• We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at clio.com/careers