Director, Product Management - Voice of Customer & Customer Experience

Reports to: Chief Product Officer

Department: Product

FLSA Category: Exempt

Position Type: Full-Time, Director level

Travel Requirement: 0-10%, including quarterly meetings and customer engagements

Office Location: Remote, US Based

JOB SUMMARY

The Director of Product Management, Voice of Customer and Customer Experience, is responsible for translating customer insight into measurable product and business outcomes. This leader will own the Voice of Customer function, customer experience strategy, and cross-product prioritization for capabilities that improve retention, expansion, customer satisfaction, and advocacy.

This role requires a highly customer-facing product leader with strong business judgment and a demonstrated ability to connect customer needs, user experience, product adoption, and commercial performance. The ideal candidate has directly owned and lead with Voice of Customer programs, led a UX design function, and served as a bar raiser for customer-centered product development.

This is a hands-on leadership role for a self-starter who can move fluidly between customer conversations, experience strategy, product requirements, operating metrics, and executive-level business decisions. The Director will be accountable for driving retention, upsell, CSAT, NPS, product adoption, and subscription conversion outcomes.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Own and evolve the company-wide Voice of Customer program across customer interviews, surveys, support feedback, behavioral data, usability research, Sales insights, and Customer Success interactions.
• Establish a consistent operating process for collecting, synthesizing, prioritizing, and operationalizing customer feedback across the product organization.
• Convert customer feedback into clear product opportunities, requirements, roadmap recommendations, and investment decisions.
• Distinguish isolated customer requests from recurring market needs and scalable product opportunities.
• Ensure customer insights are incorporated into product strategy, quarterly planning, release decisions, and cross-pod prioritization.
• Build closed-loop feedback practices that demonstrate how customer input influences product decisions and delivered capabilities.
• Set the customer experience vision and UX quality bar across onboarding, activation, ongoing use, renewal, and expansion.
• Lead and support UX design and UX research, establishing standards for usability, accessibility, interaction design, research quality, and experience consistency.
• Identify friction across customer workflows and prioritize improvements based on customer impact, business value, risk, and implementation effort.
• Own product strategies and capabilities directly tied to retention, churn reduction, upsell, CSAT, NPS, adoption, and subscription conversion.
• Establish quarterly outcome targets for reducing churn, improving retention, and increasing conversion from one subscription tier or product package to the next.
• Identify product signals and customer behaviors that indicate renewal risk, dissatisfaction, expansion potential, or unmet demand.
• Manage cross-pod alignment and support Product Managers in prioritization, requirements development, and delivery against shared customer and business outcomes.
• Write and own clear product requirements, success measures, decision frameworks, and acceptance criteria for core customer experience initiatives.
• Partner with Product, Engineering, Design, Customer Success, Sales, Support, Marketing, and Finance to translate customer experience improvements into measurable commercial results.
• Communicate strategy, priorities, tradeoffs, progress, risks, and realized outcomes clearly to executive leadership and other stakeholders.

SUCCESS MEASURES

• Customer retention and renewal rate improvement.
• Quarter-over-quarter reduction in customer churn.
• Growth in subscription upgrade, upsell, and expansion conversion.
• Improvement in CSAT and Net Promoter Score.
• Improvement in product adoption, engagement, onboarding, and time-to-value.
• Reduction in recurring customer experience friction and support-driven product issues.
• Percentage of roadmap investments supported by validated customer evidence.
• Delivery of cross-functional initiatives against defined product and business outcomes.

KNOWLEDGE, SKILLS, ABILITIES AND QUALIFICATIONS

• 10 or more years of experience in product management, customer experience, UX design, UX research, or related digital product disciplines.
• 5 or more years of leadership experience managing product, UX design, UX research, or customer experience teams.
• Demonstrated ownership of a formal Voice of Customer program and the ability to translate customer evidence into product strategy and measurable business outcomes.
• Previous experience leading or overseeing a UX design function and raising the quality bar for customer-centered product development.
• Proven experience owning or materially influencing retention, churn, upsell, CSAT, NPS, adoption, or subscription conversion metrics.
• Significant customer-facing experience, including direct engagement with senior customer stakeholders and executive sponsors.
• Strong commercial and financial understanding, including the ability to evaluate opportunities through revenue, retention, cost, risk, and customer-value considerations.
• Experience leading cross-functional initiatives across Product, Design, Engineering, Customer Success, Sales, Support, and Marketing.
• Excellent product requirements, prioritization, roadmap management, executive communication, facilitation, and stakeholder-management skills.
• Demonstrated ability to operate as a self-starter, establish structure in ambiguity, and balance strategic leadership with hands-on execution.

PREFERRED QUALIFICATIONS

• Experience in B2B SaaS, MarTech, AdTech, AI, analytics, or enterprise software.
• Experience managing products with multiple subscription tiers, expansion paths, or product-led growth motions.
• Background in UX design, service design, human-centered design, or user research.
• Experience developing customer health, renewal-risk, product adoption, or expansion models.
• Experience building customer advisory boards, executive customer councils, or other structured customer feedback programs.
• Experience connecting qualitative customer insight with product analytics and commercial performance data.

LEADERSHIP PROFILE

• Customer-facing and credible with senior customers, internal executives, and cross-functional partners.
• Commercially minded, with a clear understanding of how product and experience decisions affect revenue and customer value.
• An outcome-oriented product and UX leader who establishes a high quality bar and holds teams accountable for results.
• Comfortable challenging assumptions, resolving competing priorities, and making difficult investment decisions.
• Proactive, resourceful, collaborative, and capable of building the function rather than waiting for direction.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

Standing/Walking/Mobility: Must have mobility to attend meetings remotely and in person.

Climbing/Stooping/Kneeling: 0% - 10% of the time.

Lifting/Pulling/Pushing: 0% - 10% of the time.

Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.

Sitting: Sitting for prolonged and extended periods of time.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.  Management may revise duties as necessary without updating this job description.

For more information about the company, please visit our website: https://clarvos.com/

Clarvos is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as veteran, disability or any other federal, state or local protected class.

Clarvos complies with federal and state disability laws and makes reasonable accommodation for applicants and employees with disabilities.

If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to hrsupport@Clarvos.com.