What You'll Do
Lead the development of a unified customer insight function by collecting and analyzing feedback from interviews, support interactions, reviews, surveys, and sales conversations. Evaluate existing feedback channels and determine which sources deliver the most valuable data.
Design accessible systems that make customer insights available and useful across Marketing, Product, and Sales. Identify customers with powerful experiences and build lasting relationships to activate them during key campaigns, product launches, or competitive moments.
Collaborate with Content, Lifecycle, and Growth teams to integrate authentic customer voices into websites, email sequences, paid media, and owned channels. Ensure customer proof points are positioned effectively to influence buyer decisions.
Test marketing assets and messaging with real users before launch to validate impact. Run structured experiments, gather findings, and translate them into strategic recommendations for go-to-market planning.
Identify gaps in customer onboarding and success, then define education strategies to improve adoption. Create briefs for training content and partner with internal or external creators to fill those needs. Produce case studies, testimonials, video quotes, and messaging frameworks grounded in real customer outcomes.
Requirements
- Minimum of 5 years in B2B SaaS marketing
- Proven ability to conduct customer interviews that reveal deep insight, not just confirmation
- Experience shaping messaging using real customer evidence to improve campaign performance
- Skill in creating structure from ambiguity—defining key feedback sources and building systems to capture insights
- Strong storytelling and positioning skills, with an understanding of what makes SaaS products stand out
- Curiosity about customer behavior and attention to language patterns across segments
- Willingness to handle hands-on tasks while maintaining strategic vision
- Track record in securing customer advocates, writing messaging briefs, and collaborating with content teams
Benefits
- Competitive salary with goal-based bonus available to all
- 5 weeks of paid time off starting
- Additional 2 days of PTO earned each year
- Winter holiday break
- Option to work 4 days per week at 80% pay
- Paid parental leave for primary and secondary caregivers
- One-month paid sabbatical after 5 years
- Medical, dental, and vision coverage with HSA and FSA options (U.S.)
- 401k with 6% company match, fully vested immediately
