VoC Program Manager — AI-Driven Customer Insights

Clio; Toronto; Hybrid; CAD 137,000 - 205,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

20 days off per year

Counseling benefit

RRSP matching

RESP contribution

Clioversary recognition

Job summary

Clio, the global leader in legal AI technology, seeks a Voice of Customer Manager to join our Customer Success team in Toronto, Vancouver, or Calgary on a 12-18 month fixed-term contract.

You will develop VoC programs, derive insights from customer data, and collaborate with Product, Marketing, Sales and CS to ensure the voice of customers informs decisions and drives improvements across the product suite.

Qualifications

• 5+ years of Senior IC or Leadership roles within CX/VoC or Customer Success.
• Proven ability to run VoC programs and derive actionable insights.
• Data-driven with experience collaborating across Product, Marketing, Sales and CS.
• Familiar with AI-driven workflows to improve customer feedback.

Responsibilities

• Develop and oversee VoC initiatives, growing the program within core metrics (NPS/CSAT).
• Analyze customer data to identify trends, pain points, and opportunities for improvement.
• Collaborate with Product, Marketing, Sales, and CS teams to align VoC with company goals.
• Maintain and evolve a customer feedback loop and panel.

Skills

VoC

CX

Data-driven

AI fluency

Cross-functional

Storytelling

Strategic thinking

Self-starter

Tools

Qualtrics

Job description

Clio, the global leader in legal AI technology, seeks a Voice of Customer Manager to join our Customer Success team in Toronto, Vancouver, or Calgary on a 12-18 month fixed-term contract.

You will develop VoC programs, derive insights from customer data, and collaborate with Product, Marketing, Sales and CS to ensure the voice of customers informs decisions and drives improvements across the product suite.