Director, Product Management - Voice of Customer & Customer Experience

Clarvos is seeking a customer-facing product leader to translate customer insight into measurable product and business outcomes. The Director will own the Voice of Customer function, customer experience strategy, UX quality, and cross-product prioritization while driving retention, expansion, customer satisfaction, advocacy, adoption, and subscription conversion.

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

Requirements:

• 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
• 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
• 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
• 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