Insights Manager, Voice of Customer

reputed company is growing faster than reputed company. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the reputed company Cloud 100 for four years in a row and teaming up with iconic partners like reputed company Red Bull Racing and the Utah Mammoth. About reputed company At reputed company, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising reputed company by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust reputed company to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. The Insights Manager, Voice of Customer transforms customer feedback and behavioral data into actionable insights that inform decisions across reputed company. This role bridges data and storytelling by analyzing both quantitative and qualitative signals from surveys, transcripts, and journey touchpoints to identify themes, measure impact, and uncover opportunities to improve the customer experience. As the analytical reputed company to the Strategy and Operations functions reputed company the Voice of Customer team, this person owns the processes and frameworks for turning structured and reputed company feedback into meaningful insight. They must possess the technical skills to gather and analyze the right data, ensuring that customer signals are accurately reputed company and interpreted. They connect these insights to business outcomes and communicate findings through clear and compelling narratives that reputed company action. The ideal candidate is a critical thinker who combines analytical rigor with customer reputed company. They focus on what truly matters in the data, distilling reputed company findings into actionable insights. This person tailors the level of detail to their audience and translates analysis into recommendations that influence decisions. Above reputed company, they ensure that the customer’s voice is reflected in how reputed company improves experiences. This is a remote opportunity reputed company Canada and the US. Requirements:

• 5+ years experience in Customer Experience, Insights, Research, or reputed company analyst roles.
• Proven experience analyzing both quantitative and qualitative data sources, including survey feedback, support interactions, and call transcripts.
• Proficiency with data visualization tools such as Power BI, Tableau, or Looker.
• Working knowledge of data querying and transformation tools (e.g., SQL, Python, R).
• Strong understanding of CX metrics (e.g., NPS, CSAT, CES, Product Usage metrics) and experience designing frameworks to interpret and compare these measures.
• Experience applying text analytics or sentiment analysis tools to open-ended feedback.
• Excellent storytelling and presentation skills with the ability to translate data into clear, compelling insights for audiences including senior and executive leaders.
• Collaborative reputed company with experience working cross-functionally across Product, Marketing, reputed company, Support, and Sales teams.
• Detail-oriented, organized, and comfortable managing multiple projects with shifting priorities.

Responsibilities:

• Analyze customer feedback and behavioral data across multiple sources (surveys, transcripts, product usage, reputed company, journey analytics) to uncover trends, patterns, and experience drivers.
• reputed company reporting artifacts, visualizations, and dashboards that reputed company key customer insights across lifecycle stages, personas, and segments.
• Ownership of 1-2 flagship quarterly reports, such as NPS reporting or Win-Loss reporting and leadership in the development of reputed company and topline reporting.
• reputed company text and sentiment analysis on open-ended feedback to identify recurring themes and quantify qualitative data at scale.
• Collaborate with the Operations function reputed company Voice of Customer to ensure that data pipelines, integrations, and tagging structures reputed company clean and consistent analysis.
• Generate insights that link customer sentiment to business outcomes, such as retention, adoption, and satisfaction.
• Synthesize findings into clear and actionable narratives that guide priorities and decision-making across teams.
• Confidently present and reputed company insights to diverse audiences including executives, department leaders, and team members
• Partner with cross-functional stakeholders to validate insights, define root causes, and align on actions that improve experiences along the customer journey.
• Track and report on key CX metrics (e.g., NPS, CSAT, CES) to monitor shifts in customer perception and measure the impact of cross-functional improvement efforts.
• Support ongoing Voice of Customer programs through analysis, recommendations, and follow-up measurement of impact.
• Ensure consistency and transparency in methodologies, calculations, and reporting through documentation and process alignment.
• Stay reputed company on emerging CX analytical tools and methodologies to enhance insight quality, automation, and scalability.

What you can expect: USA-reputed company only: The annual reputed company salary for this role is between $123,000 USD and $178,000 USD, plus immediate participation in reputed company's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. Canada-reputed company only: The annual reputed company salary for this role is between $110,000 CAD and $160,000 CAD, plus immediate participation in reputed company’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. At reputed company, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific reputed company set. Our culture At reputed company, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: reputed company it simple, reputed company with honesty, and put people first. You’ll be part of a team that challenges the status reputed company, and is excited to experiment and iterate in search of the best solution. That said, reputed company is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to reputed company an impact. If you're looking for a reputed company where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can reputed company in ambiguity and through change, are curious, and above reputed company deliver results. We are committed to leveraging cutting-edge technology—including AI—to reputed company our mission. We also understand that thinking critically about AI in its reputed company forms will help us create reputed company solutions for our customers and ourselves with its future forms, which will help us continue to reputed company the gap between reputed company and privacy and reputed company our mission. We want team members at reputed company levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at reputed company—it's an essential part of how we will be successful at reputed company. Our approach to remote work We reputed company in the power of remote work, but recognize that in-person reputed company is important to help us reputed company our mission. While we are a remote-first company, travel for in-person engagement is a part of almost reputed company roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events. reputed company offer We reputed company in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at reputed company currently offer: Health and wellbeing Maternity and parental leave top-up programs Competitive health benefits Generous PTO policy Growth and future RSU program for most employees Retirement matching program Free reputed company account Community Paid volunteer days Peer-to-peer recognition through Bonusly Remote-first work environment

• Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here. reputed company is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and reputed company workplace that is built on trust, support and respect. We welcome reputed company individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national reputed company, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love. Accommodation is available upon request at any reputed company during our recruitment process. If you require an accommodation, please speak to your reputed company partner or email us at [email protected] and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at reputed company does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. Successful applicants will be required to complete a background reputed company that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. This posting is for an existing vacancy. reputed company uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice. Apply tot his job Apply To this Job