Senior Staff Product Manager, Customer Insight & Strategy

Quick Facts

A hands-on senior user researcher, product manager, or strategist within the CTO organization.

Description

Build and own a scalable, rapid voice-of-customer engine for Growth & Product Strategy. Define who to talk to, how quickly to reach them, and how findings feed the company’s most important product and growth decisions. Establish methods, customer access, toolkit, and operating cadence so the team gets trustworthy answers in days and weeks rather than months.

Responsibilities

• Build the rapid voice-of-customer engine: leverage existing and new customer feedback channels; design a repeatable process to reach today’s customers, prospects, and new segments in days and weeks; define audience, outreach approach, method selection, and how findings flow into product and segment decisions; own the research stack and budget.
• Own creative, fast customer access: build and maintain panels and channels reaching the right MSP and Direct IT customers and end users on short notice (quick calls, discovery and usability interviews, expert networks, in-product experiences, win/loss reviews, webinars, Product Councils); mobilize sales and customer success channels already talking to customers.
• Partner with Product and GTM: embed user insight early and often in product discovery; pressure-test roadmap bets against real customer needs; help turn customer truth into positioning, messaging, and segmentation with marketing, sales, and customer success.
• Turn raw input into decision-ready insight and strategy: synthesize unmet needs, usage friction, buying behavior, churn drivers, and expansion opportunities into findings framed to inform specific decisions; bring insight directly into strategy conversations and challenge assumptions when needed.
• Make the capability scalable: create frameworks, playbooks, templates, and best practices so others across Product and GTM can run good customer research without this role in the room.

Requirements

• Product manager’s mindset: frame research around the decision it serves; focus on outcomes and prioritization; strong product judgment on what to build.
• 8+ years in Product Management, Strategy, Customer or User Research, or Insights (or comparable); demonstrated experience embedding in product discovery, informing roadmap prioritization, and building/scaling a research capability.
• Ability to move between feature-level detail and strategic/competitive landscape; pattern recognition across businesses and models.
• Fluent in qualitative and quantitative methods: discovery and usability interviews, surveys, expert networks, in-product research and experimentation, win/loss, behavioral or product data; choose method based on question with correct speed-vs-rigor tradeoff.
• Builder who shapes strategy: track record building/scaling research process/function/panel; experience with tools and vendor relationships; connect customer truth to where the business should play and how it wins.
• Persuasive communicator: structure recommendations decision-first (top-down) and operate credibly with skeptical senior audiences.

Benefits

Opportunity to build the customer-truth engine with executive sponsorship, direct exposure to senior leadership, and impact on the company’s most important growth questions.

What Success Looks Like

• Voice-of-customer engine answers priority questions in days and weeks rather than months.
• Right MSP and Direct IT customers reachable on short notice through panels, expert networks, and actively used research tools.
• Customer insight consistently informs product priorities, GTM choices, and customer segmentation.
• Customer truth shows up in strategy, shaping where the business chooses to play and how it wins—changing some senior bets driven by evidence.
• Repeatable, documented process with maintained quality as volume grows; others run research well using created frameworks and playbooks.
• Speed and rigor balanced: useful answers land quickly and improve as more evidence comes in.