About the Role
Title: Senior Competitive and Customer Insights Manager
Location: United States
Type: Full-time
Workplace: remote
Category: Product Marketing
Job Description:
As ActiveCampaign’s Senior Competitive and Customer Insights Manager, you will play a key role in driving strategic decision-making by delivering insights on market competition and customer sentiment. This role will own the Voice of Customer (VoC) program, overseeing all customer feedback channels, win/loss analysis, and competitive intelligence to enhance ActiveCampaign’s go-to-market strategies. Your work will empower teams across marketing, sales, and product development with actionable intelligence that fuels revenue growth and customer retention.
What your day could consist of:
- Develop and execute a unified Voice of Customer (VoC) and market insights strategy, integrating customer and competitive intelligence to drive data-informed decision-making.
- Oversee the global expansion and ongoing refinement of the VoC and market insights program across regions and business units.
- Lead win/loss analysis and market research to uncover industry trends, emerging competitors, and strategic positioning opportunities.
- Conduct in-depth competitive analysis, benchmarking product offerings, go-to-market strategies, and pricing models.
- Analyze and interpret customer feedback data (NPS, CSAT), tracking sentiment and satisfaction trends to inform retention and expansion strategies.
- Develop and distribute competitive insights, sales enablement materials, and strategic frameworks to support marketing, sales, and product teams.
- Maintain and enhance dashboards and reporting systems to monitor market trends, customer insights, and key performance metrics.
- Collaborate on UX research initiatives to improve customer experience and optimize product development.
- Work cross-functionally to translate insights into actionable strategies, driving customer engagement and business growth.
What is needed:
- 8+ years of B2B SaaS experience in competitive intelligence, market research, customer insights, or related fields.
- Strong background in marketing automation, or CRM industry preferred.
- Proven ability to analyze win/loss data, market trends, and competitive landscapes to generate actionable insights.
- Experience leveraging survey tools (e.g., Qualtrics, SurveyMonkey), competitive intelligence platforms (e.g., Crayon), and win/loss analysis systems (e.g, Gong.io, Clozd) to collect, analyze, and translate customer and market insights into actionable strategies.
- Excellent communication skills, with the ability to translate complex data into compelling narratives.
- Proficiency with data visualization tools (Tableau, Looker, Power BI, or similar) and CRM analytics.
- Strategic thinker with a passion for influencing business decisions through data-driven insights.
- Ability to work cross-functionally and manage multiple projects in a fast-paced environment.