The Role
Owner of the customer feedback lifecycle and win/loss program. Conducts interviews, surveys, and focus groups; aggregates UserVoice and Gong feedback; analyzes qualitative and quantitative data; produces reports for Product, Marketing, Sales and Leadership; informs roadmap, messaging, competitive strategy, and enablement; maintains feedback and win/loss repositories and facilitates cross-functional review sessions.
Summary Generated by Built In
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 UserVoice, 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.
Win/Loss Analysis
- 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 partnering closely with Product teams throughout product discovery and development, using customer insights to influence product strategy, roadmap prioritization, and decision-making.
- Familiarity with competitive pricing research methodologies and the ability to synthesize findings into strategic recommendations.
- Excellent communication and storytelling skills, with the ability to translate complex findings into clear recommendations and influence cross-functional and senior stakeholders.
- Strong ability to synthesize large volumes of qualitative and quantitative feedback into product-level themes, underlying customer problems, and actionable strategic recommendations.
- Experience working with user feedback platforms (e.g.UserVoice, Gong) and survey and feedback platforms (e.g. Qualtrics, Medallia, Typeform).
- Strong analytical skills with experience working with data in Excel, Google Sheets, or similar tools.
It's ok if your experience doesn't check every box! If you check off more than a few - great! We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.
This role is open to candidates who are located in, and authorized to work in, Canada or the United States.
For our hybrid employees, we embrace a hybrid-flexible work environment. Most days, you choose the location that best supports your work, whether that's your home office or one of our Axonify offices. On Wednesdays, Axonifers within commuting distance come together for Work from Work Wednesdays, a day designed for collaboration, connection, and meaningful in-person moments.
Whether you are working remotely or in a hybrid environment at Axonify, you will have the tools, resources, and support you need to succeed.
We offer a comprehensive total rewards package designed to support your wellbeing, growth, and overall success. Here’s what you can expect:
Competitive Compensation: The estimated base salary range for this role is:
- $103,000 CAD - $128,000 CAD - $153,000 CAD for candidates based in Canada
- $119,000 USD - $144,000 USD - $169,000 USD for candidates based in the United States
These ranges reflect growth from building capability in the role to fully excelling over time, with most new hires joining near the midpoint. Actual salaries may vary within the range, or above or below it, based on factors such as experience, skills, location, and business needs.
Comprehensive Health Benefits: Health benefits from day one to support your overall wellbeing.
Time Off: 4 weeks of vacation, 7 Life Care Days, and a flexible holiday program to choose the religious, spiritual, and cultural holidays that matter most to you.
Wellbeing Support: Wellness Spending Account to support whatever wellbeing looks like for you.
Home Workspace Set-Up: Home Office Spending Account so your workspace works for you.
Family & Future Support: Parental top-up, New Parent Days, and matched retirement savings for a secure future.
Growth & Learning: Professional Development Budget to learn new skills and grow your craft.
Community Impact: Paid Volunteer Time to give back to the causes that matter to you.
We believe AI should help people do their best work, not replace the human judgment, creativity, and connection that make us who we are. AI is a tool we use to learn fast, elevate our craft, and focus on the work that truly creates impact. That shows up in our hiring process too.
We use AI-assisted tools to create a smoother, more organized, and ultimately more human candidate experience. These tools allow our team to spend more time on real conversations and thoughtful decision-making, the things that matter.
What AI doesn’t do at Axonify is make hiring decisions. Every decision is made by real people, using real judgment and grounded in our values.
Here’s what that means for you as a candidate:
- Feel free to use AI to support your thinking - not replace it. We use AI to learn and level up, and you can too.
- Be open about how you use AI if asked. Transparency helps us understand your process and how you approach problem-solving.
- Stay authentic. We’re hiring people, not prompts, your ideas, your experiences, and your voice are what matter.
We believe our team’s unique experiences, backgrounds, cultures, beliefs, and abilities add richness to our culture and depth to our ideas. Our commitment to diversity and inclusion creates an environment that supports, empowers, and delivers a sense of belonging for all team members.
We want to remove any barriers that may limit you from joining Axonify. Email [email protected] to let us know how we can support you with reasonable accommodations throughout the candidate journey.
Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us.
Learn more about Axonify at www.axonify.com/careers
Skills Required
- 3-5 years of experience in customer insights, VoC, customer research or related field.
- Experience designing and executing product feedback and win/loss programs, including structured customer and prospect interviews.
- Familiarity with competitive pricing research methodologies and synthesizing findings into strategic recommendations.
- Strong ability to communicate directly with customers in interviews, surveys, and feedback sessions.
- Experience aggregating and synthesizing large volumes of qualitative and quantitative feedback into clear narratives.
- Excellent written and verbal communication skills, with ability to present insights to cross-functional audiences.
- Proficiency with survey and feedback platforms (e.g., Qualtrics, Medallia, Typeform, SurveyMonkey).
- Experience working with user feedback platforms such as UserVoice and Gong.
- Strong analytical skills and experience working with data in Excel, Google Sheets, or similar tools.
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. It gives frontlines what they need to learn, connect and get things done. Quickly. Easily. Every single day. It starts with brain science and AI to drive knowledge retention through bite-sized microlearning and daily intelligent reinforcement. Embedded two-way communication and feedback ensure staff is engaged and informed, no matter the scale of the organization. Guided task management shows employees exactly how to put their training to use, every single day. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank. Founded in 2011, Axonify is headquartered in Waterloo, Ontario. For more information, visit axonify.com.
