Senior Staff Product Manager, Customer Insight & Strategy

Quick Facts

• Role: Senior Staff Product Manager (Customer Insight & Strategy)

• Focus: Own a rapid, scalable voice-of-customer engine for Growth & Product Strategy

Description

You will build and own a scalable, repeatable system to reach the right MSP and Direct IT customers quickly and turn customer input into decision-ready insights. You will run discovery for priority segments, create playbooks and toolkits, and partner with Product and Go-To-Market to pressure-test roadmap bets and sharpen positioning, messaging, and segmentation using timely evidence.

Responsibilities

• Build a rapid voice-of-customer engine using existing and new customer feedback channels.

• Design and stand up a repeatable process to reach customers and prospects in days and weeks (not months), including defining who to talk to, how to reach them fast, and how findings flow into product and GTM decisions.

• Own the research stack and budget, investing where the questions justify it.

• Own creative, fast customer access via panels, channels, quick calls, discovery/usability interviews, expert networks, in-product experiences, win/loss reviews, and events (e.g., webinars, Product Councils).

• Embed user insight early and often in product discovery; pressure-test roadmap bets against real customer needs.

• Partner with GTM (marketing, sales, customer success) to turn customer truth into sharper positioning, messaging, and segmentation.

• Synthesize input into clear findings on unmet needs, usage friction, buying behavior, churn drivers, and expansion opportunities—framed to inform specific decisions.

• Bring evidence to senior strategy discussions and challenge assumptions when warranted.

• Create frameworks, playbooks, templates, and best practices so others across Product and GTM can run high-quality customer research.

Requirements

• Product manager mindset: frame research around decisions and outcomes; use product judgment to guide what to build.

• 8+ years of experience in Product Management, Strategy, Customer/User Research, or Insights (or comparable), including embedding in product discovery and informing roadmap prioritization; experience building/scaling a research capability.

• Ability to move from feature-level detail to strategic and competitive landscape; pattern recognition across different business contexts.

• Fluency across qualitative and quantitative methods: discovery/usability interviews, surveys, expert networks, in-product research/experimentation, win/loss, and behavioral/product data; judgment to select the right method and balance speed vs. rigor.

• Proven ability to build or scale research processes/panels/tooling and vendor relationships, and connect customer truth to how the business wins (product + GTM strategy).

• Persuasive, decision-first communication that can influence skeptical senior stakeholders with evidence-backed logic.

Benefits

• Build a new customer-truth engine from the ground up with executive sponsorship.

• Work directly with senior leadership on the company’s most important growth and product decisions.