Senior Competitive and Customer Insights Manager - ActiveCampaign

Job Title: Senior Competitive and Customer Insights Manager
Job Location: United States
Job Listing URL: https://jobs.lever.co/activecampaign/f7cdc63e-ab87-4fa6-8b61-4e71dec4ee81
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.

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