Research Manager

Klue; Vancouver; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Extended health & dental coverage starting on Day 1

Discounts at Goodlife and Perkopolis

Employee Stock Option Plan

Flexible vacation policy

High-performance tools including a Mac

AI encouragement for smarter work

Opportunities for social events

Dog-friendly offices in Vancouver or Toronto

Job summary

Klue in Metro Vancouver is looking for a Research Manager who will lead high-impact research programs and train AI interviewers. This role involves uncovering insights through qualitative research and ensuring actionable outcomes for clients.

The ideal candidate will have strong qualitative research and communication skills, along with a proactive mindset in a fast-moving environment. Opportunities for career growth exist within a team dedicated to reshaping win-loss research.

Qualifications

• Strong communication skills across interviewing, writing, and customer‑facing presentations.
• Excellent qualitative research skills, including probing and active listening.
• Ability to design, train, and improve AI interviewers using real interviews.
• Strong organizational and program management skills across multiple engagements.
• Analytical, pattern-seeking mindset, comfortable with qualitative insights.
• High emotional intelligence in high-trust interview situations.
• Proactive and comfortable with ambiguity.
• Natural curiosity and willingness to ask challenging questions.

Responsibilities

• Own program delivery end-to-end, ensuring actionable insights drive renewal.
• Conduct interviews where human judgment is essential.
• Design and continuously improve AI interviewers.
• Transform findings into compelling research briefs for customers.
• Build trusted relationships with customer program stakeholders.
• Identify workflow improvements and automation opportunities.

Skills

Strong communication skills

Qualitative research skills

Program management skills

Analytical mindset

High emotional intelligence

Natural curiosity

Job description

As a Research Manager, you'll be the person our customers and internal teams rely on to uncover the why behind every win, loss, and churn, and then scale that capability through AI. Your mission is twofold: deliver high-impact research programs that sharpen our customers' go‑to‑market strategies, and actively train, tune, and supervise the AI interviewers that let us do this at scale.

When our customers win because of insights you uncovered, and the AI you trained, we all win.

What's In It for You?

You'll get a front‑row seat to the future of qualitative research: a model where expert researchers focus their time on high‑trust, high‑signal conversations AI can't replicate—while continuously improving the AI interviewers that handle the rest. You'll master interviewing craft, qualitative analysis, and AI system training, all within a team actively reshaping how win‑loss research gets done. This role offers a clear path to Senior Research Manager, Research Director, or AI‑enabled research leadership within a high‑growth, high‑trust team.

What You'll Do

• Research Program Leadership. Own program delivery end‑to‑end: customer onboarding, interview strategy (human and AI mix), analysis, and reporting. Ensure every program delivers actionable insights that drive renewal and expansion.
• High‑Signal Interviewing. Conduct win, loss, churn, and seller interviews where human judgment is essential: high‑trust relationships, complex buyer situations, and conversations that unlock insights AI can't yet reach on its own.
• Train and Tune AI Interviewers. Design, train, and continuously improve AI interviewers using real interview data, feedback loops, and your expert judgment. A growing share of eligible interviews will be handled by AI, and you'll own the quality bar for that output.
• Insight and Analysis. Transform interview findings into compelling research briefs, executive summaries, and narratives customers can act on, delivered inside the Klue platform, including Ask Klue and agentic outputs powered by win‑loss data.
• Customer Partnership. Build trusted relationships with customer program stakeholders. Manage expectations, surface expansion opportunities, and partner with CSMs to support renewal outcomes.
• Continuous Improvement. Identify workflow improvements and automation opportunities. Contribute to evolving Klue's research practice as the human/AI interview model matures.

What Success Looks Like

• Program execution. ≥80% on‑target interview and report delivery across 100% of assigned programs each quarter.
• AI interview growth. A growing percentage of eligible interviews completed by AI interviewer quarter‑over‑quarter, without sacrificing insight quality or customer satisfaction.
• AI quality. AI‑led interviews meet defined quality standards and require fewer human interventions over time, a direct reflection of your training and tuning.
• Customer outcomes. Research programs contribute to renewal and expansion targets through consistent interview volume and insight quality.
• Human leverage. Human‑led interviews are intentionally reserved for high‑trust, high‑signal conversations that demonstrably influence program outcomes and customer confidence.

What You Bring

Must Haves:

• Strong communication skills across interviewing, writing, and customer‑facing presentations.
• Excellent qualitative research skills: probing, active listening, sense‑making, and narrative development.
• Ability to design, train, and continuously improve AI interviewers using real interviews, feedback loops, and expert judgment.
• Strong organizational and program management skills across multiple concurrent customer engagements.
• Analytical, pattern‑seeking mindset. Comfortable connecting qualitative insight to structured data.
• High emotional intelligence and sound customer judgment, especially in high‑trust interview situations.
• Independent, proactive, and comfortable with ambiguity in a fast‑moving environment.
• Natural curiosity and willingness to ask hard questions of both customers and systems.

Nice‑to‑Haves:

• Hands‑on experience with modern LLMs beyond basic usage: prompt design, evaluation, iteration, and failure analysis.
• Experience configuring or experimenting with AI agents, workflows, or automation tools in research, support, or analysis contexts.
• Comfort pressure‑testing AI outputs, identifying signal vs. noise, and knowing when human judgment should override the system.
• Exposure to non‑win‑loss qualitative research methods (buyer journey, churn analysis, JTBD, voice‑of‑customer programs).
• Experience working alongside product, data, or AI teams to improve systems, tooling, or research infrastructure.
• For internal candidates: 500+ win‑loss interviews and deep familiarity with our program processes.
• For external candidates: customer‑facing consulting or analyst experience, product marketing with win‑loss/churn exposure, or 5+ years in B2B tech research with substantial customer interaction.

Our Commitment to You

• High Performance Culture. We reward high performance and growth through career development, coaching, and annual performance reviews.
• Comprehensive benefits. Extended health & dental coverage that starts on Day 1. Fun perks like discounts at Goodlife and Perkopolis are included.
• Ownership. All full‑time employees have the opportunity to participate in our Employee Stock Option Plan.
• Vacation Policy. Take the time you need. We just ask that you give notice and don't leave your team hanging.
• Top‑tier tools. All employees will receive a Mac (or PC, if that's your preference) and access to A+ tooling.
• AI First. All employees are encouraged to lean into AI to work smarter and faster. Show us what you've built at our Friday Show, Don't Tell Meetings.
• Growth / Leadership. Direct access to our leadership team, including our CEO, and opportunities to connect with incredible people across the company.
• Social connection. Opportunities for year‑long and hub‑based social events to stay connected and have fun.
• Dog‑friendly spaces. Bring your four‑legged friend along in Vancouver or Toronto, as our offices are pet‑approved.

By submitting your application, you agree that Klue may collect your personal data for recruiting, global organization planning, and related purposes. We may use automated or AI‑assisted tools to support our recruitment process. All hiring decisions are made by our hiring team.