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.

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. 

Voice of Customer Program Development

• Program Development & Oversight: 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.

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

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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.

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

• Data Partnerships: Collaborate with our Strategic Research, Data Insights, and Product Research teams to tell a cohesive customer story and provide the business with unified insights.

Collaboration, Communication, and Execution

• Cross-Functional Collaboration: Collaborate closely with Strategic Research, Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals.

• Program Maintenance: Execute on the ongoing maintenance and continuous improvement of VoC programs, ensuring they remain relevant and effective.

• Customer Feedback Loop: Maintain and evolve 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.

• Customer Feedback Panel: Oversee, grow, and sustain our internal customer feedback panel as a source of continuous feedback with our customers.

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• You’re experienced. You have 5+ years of experience in Senior IC or Leadership roles within CX, Voice of Customer, or 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 and VoC 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 are AI proficient. You're not just comfortable with AI tools, you've used them to build new workflows, efficiencies, and outputs.

• You’re a confident storyteller. You’re comfortable presenting to executive-level audiences, translating complex data into clear, compelling narratives that can drive business decisions.

• 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 energized by making things happen while acting with integrity.

• You’re a self-starter. You’re naturally curious, resourceful, and motivated to make things happen.

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• Experience with VoC platforms with an emphasis on Qualtrics.

• A strong grasp of AI and familiarity with AI tools.

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, Dublin, London, New York City and Sydney) to be in office min. twice per week. 

• 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

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

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.