Overview
Customer Insights Manager Jobs in Southwestern Ontario, Canada at Axonify
Title: Customer Insights Manager
Company: Axonify
Location: Southwestern Ontario, Canada
Category:
Location: Southwestern Ontario
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‑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 Role
The Customer Insights Manager serves as Axonify’s connection between our customers and the teams that build for them. By running the customer feedback lifecycle and a structured win/loss program, this role surfaces the insights and decision drivers that inform product roadmap, messaging, and competitive strategy. Reporting to the Vice President, Marketing, the role collaborates across Product, Sales, and Customer Success to make sure customer and prospect signals reach the people who can act on them.
Customer
Engagement & Feedback Collection
- Proactively engage customers through interviews, surveys, focus groups, and product review sessions to gather qualitative and quantitative feedback.
- Aggregate feedback from User Voice and Gong to provide a consolidated view of customer issues and needs.
- Build and maintain strong relationships with a diverse set of customer stakeholders, including power users, enterprise clients, and new customers.
- Partner with Product, Customer Success and Sales teams to identify feedback opportunities across the customer journey.
- Identify patterns and trends in customer feedback to surface actionable insights for the product and marketing teams.
- Maintain a feedback loop with customer success to ensure customers are informed of how their input influenced product decisions.
Reporting & Cross-Functional Collaboration
- Produce regular reports and presentations for Product, Marketing, and Leadership teams summarizing customer insights, sentiment trends, and feedback themes.
- Collaborate closely with Product Managers to inform roadmap prioritization and feature development based on customer input.
- Work with the Marketing team to incorporate the voice of the customer into messaging, campaigns, and content strategies.
- Present findings in a compelling, accessible way that drives action across teams.
Win/Loss Analysis
- Design and own Axonify’s win/loss program, including interview frameworks, data collection, and cadence of reporting.
- Conduct structured interviews with recent wins and losses to uncover the decision drivers behind each outcome.
- Partner with Sales, Marketing, and Product to analyze patterns across wins and losses and translate findings into actionable recommendations.
- Facilitate regular win/loss review sessions with Sales leadership and key stakeholders, presenting insights in a clear and compelling format.
- Maintain a win/loss repository to track trends over time, by segment, competitor, and deal type.
- Surface competitive gaps, messaging opportunities, and enablement needs identified through win/loss interviews.
What You’ll Bring
- 3‑5 years of experience in customer insights, VoC, customer research or a related field.
- Experience designing and executing product feedback and win/loss programs, including conducting structured customer and prospect interviews.
- Familiarity with competitive pricing research methodologies and the ability to synthesize 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 the ability to present insights clearly to cross‑functional audiences.
- Proficiency with survey and feedback platforms (e.g., Qualtrics, Medallia, Typeform, Survey Monkey).
- Exper…