Voice of Customer Manager

Clio
Toronto, Vancouver, Calgary
Workplace: HybridContractCAD 136,800 - 205,200 annuallyFunction: Customer Success & Account ManagementSkills: ["Collaboration","Problem-solving","Data-driven thinking","Storytelling","Execution"]

Own and evolve Clio’s Voice of Customer (VoC) program to capture, analyze, and drive action from customer feedback. Lead the development and oversight of VoC initiatives anchored in NPS and CSAT, expand AI-driven workflows to strengthen listening and response, and integrate VoC insights with broader customer data. Partner cross-functionally with Product, Marketing, Sales, and Customer Success to improve customer retention, satisfaction, and experience across touchpoints.

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Clio
Clio
2 days ago

Voice of Customer Manager

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Last checked: 9 hours agoStatus: Live

Job Summary

Own and evolve Clio’s Voice of Customer (VoC) program to capture, analyze, and drive action from customer feedback. Lead the development and oversight of VoC initiatives anchored in NPS and CSAT, expand AI-driven workflows to strengthen listening and response, and integrate VoC insights with broader customer data. Partner cross-functionally with Product, Marketing, Sales, and Customer Success to improve customer retention, satisfaction, and experience across touchpoints.
Location: Toronto, Vancouver, Calgary
Workplace: Hybrid
Employment Type: Contract
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop and oversee a portfolio of VoC initiatives, including ongoing maintenance and continuous improvement of VoC programs.
  • •Use NPS and CSAT (and other listening posts) to capture, analyze, and act on customer feedback.
  • •Identify and implement AI-driven workflows to expand how Clio captures, understands, and acts on customer feedback.
  • •Drive customer insights and analytics by integrating VoC data with other customer data systems and partnering with data research teams.
  • •Collaborate across Strategic Research, Product, Marketing, Sales, and Customer Success to align VoC efforts with company goals and maintain an internal customer feedback panel.

Pay and Benefits

Salary: CAD 136,800 - 205,200 annually
Perks:Health InsuranceDentalVisionPaid LeavePensionCounseling Benefit

Key Requirements

  • •5+ years of experience in Senior IC or leadership roles within CX, Voice of Customer, or Customer Success.
  • •Proven track record managing VoC functions and running voice of customer programs.
  • •Strong data-first approach using customer success and VoC software to uncover trends and drive recommendations.
  • •Ability to collaborate across teams and align priorities for scaled customer programs.
  • •Experience using AI tools to build workflows and efficiencies is preferred.
Experience:SaaS
Skills:CollaborationProblem-solvingData-driven thinkingStorytellingExecution
Tech Stack:NPSCSATQualtricsAI tools

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn