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About the Role

Clio is seeking a Voice of Customer Manager to join their Customer Success team. This role will focus on building new capabilities within the Customer Success organization to help customers thrive with Clio's product offerings. The position offers a chance to make a significant impact and grow your career in a supportive environment.

Responsibilities

Manage and enhance Voice of Customer (VoC) programs that gather, analyze, and act on customer feedback.
Work with cross-functional teams to drive customer retention, satisfaction, and overall success through strategic insights and actionable recommendations.
Align priorities across internal stakeholder groups while keeping customers' voices at the forefront.
Ensure customers' feedback is consistently and effectively captured, analyzed, and utilized to improve the customer experience.
Grow a portfolio of VoC initiatives, assessing effectiveness and launching new programs within Clio’s core measurement (NPS and CSAT) programs and other listening posts.
Identify and implement AI-driven workflows to expand how customer feedback is captured, understood, and acted upon.
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 Strategic Research, Data Insights, and Product Research teams to tell a cohesive customer story and provide unified insights.
Collaborate closely with Strategic Research, Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals.
Execute ongoing maintenance and continuous improvement of VoC programs.
Maintain and evolve a robust customer feedback loop, ensuring insights are communicated back to customers and internal stakeholders, and actions are taken based on feedback.
Oversee, grow, and sustain the internal customer feedback panel.

Requirements

Proven track record of managing VoC functions within a business.
Expertise in running voice of customer (VoC) programs.
Ability to act with precision and integrity.
Ability to align priorities across different internal stakeholder groups.
Ability to uncover data, source it, validate it, and apply it to improve the customer experience.
Ability to modify behavior and attitudes with scaled solutions.
Ability to bring grounded strategies to life and execute them.
5+ years of experience in Senior IC or Leadership roles within CX, Voice of Customer, or Customer Success.
Experience dealing with high volume SMB clients with a focus in customer and customer voice.
Expert collaborator, comfortable working across teams to align priorities and drive buy-in for scaled customer programs.
Data-first approach, expert at using Customer Success and VoC software.
Confident in partnering with Data Insights experts to derive insights and substantiate approaches.
Proficient with AI tools and experience using them to build new workflows, efficiencies, and outputs.
Confident storyteller, comfortable presenting to executive-level audiences and translating complex data into clear, compelling narratives.
Strategic yet tactical thinker, with the ability to design effective strategies.
Intellectually curious, with a habit of uncovering opportunities, investigating drivers, and predicting outcomes.
Organized, yet flexible, with a methodical approach to structuring work and prioritizing.
Bias toward action, energized by making things happen while acting with integrity.
Self-starter, naturally curious, resourceful, and motivated.

Skills

Voice of Customer (VoC) program management
Customer feedback analysis
Customer retention strategies
Customer satisfaction improvement
Data analytics
AI-driven workflows
Cross-functional collaboration
Customer journey mapping
Data integration
Customer feedback loops
Customer feedback panels
NPS
CSAT
Qualtrics (bonus)
AI tools (bonus)

Location

Toronto
Vancouver
Calgary

Work Type

Fixed-term contract
Hybrid work environment

Experience Level

5+ years of experience in Senior IC or Leadership roles

Salary/Compensations

$136,800 to $205,200 CAD

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Flexible time off policy (encouraged 20 days off per year)
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program

About the Company

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.
We are a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.

Equal Opportunity

We are dedicated to diversity, equity and inclusion.
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.