Senior Competitive and Customer Insights Manager

As ActiveCampaign’s Senior Competitive and Customer Insights Manager, you will play a key role in driving strategic decision-making by delivering insights on market competition and customer sentiment. This role will own the Voice of Customer (VoC) program, overseeing all customer feedback channels, win/loss analysis, and competitive intelligence to enhance ActiveCampaign’s go-to-market strategies. Your work will empower teams across marketing, sales, and product development with actionable intelligence that fuels revenue growth and customer retention.

What your day could consist of:

• Develop and execute a unified Voice of Customer (VoC) and market insights strategy, integrating customer and competitive intelligence to drive data-informed decision-making.
• Oversee the global expansion and ongoing refinement of the VoC and market insights program across regions and business units.
• Lead win/loss analysis and market research to uncover industry trends, emerging competitors, and strategic positioning opportunities.
• Conduct in-depth competitive analysis, benchmarking product offerings, go-to-market strategies, and pricing models.
• Analyze and interpret customer feedback data (NPS, CSAT), tracking sentiment and satisfaction trends to inform retention and expansion strategies.
• Develop and distribute competitive insights, sales enablement materials, and strategic frameworks to support marketing, sales, and product teams.
• Maintain and enhance dashboards and reporting systems to monitor market trends, customer insights, and key performance metrics.
• Collaborate on UX research initiatives to improve customer experience and optimize product development.
• Work cross-functionally to translate insights into actionable strategies, driving customer engagement and business growth.

What is needed:

• 8+ years of B2B SaaS experience in competitive intelligence, market research, customer insights, or related fields.
• Strong background in marketing automation, or CRM industry preferred.
• Proven ability to analyze win/loss data, market trends, and competitive landscapes to generate actionable insights.
• Experience leveraging survey tools (e.g., Qualtrics, SurveyMonkey), competitive intelligence platforms (e.g., Crayon), and win/loss analysis systems (e.g, Gong.io, Clozd) to collect, analyze, and translate customer and market insights into actionable strategies.
• Excellent communication skills, with the ability to translate complex data into compelling narratives.
• Proficiency with data visualization tools (Tableau, Looker, Power BI, or similar) and CRM analytics.
• Strategic thinker with a passion for influencing business decisions through data-driven insights.
• Ability to work cross-functionally and manage multiple projects in a fast-paced environment.

About ActiveCampaign:

ActiveCampaign helps small teams power big businesses with the must-have platform for intelligent marketing automation. Customers from over 170 countries depend on ActiveCampaign’s mix of pre-built automations and integrations (including Facebook, Google, WordPress, Salesforce, Shopify, and Square) to power personalized marketing, transactional emails, and one-to-one CRM interactions throughout the customer lifecycle. 

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here. 

ActiveCampaign holds the highest customer satisfaction rating among Marketing Automation, E-Commerce Personalization, Landing Page Builders, and CRM solutions on G2.com and is one of only a handful of software solutions with over 10,000 positive reviews. ActiveCampaign has also been named the Top Rated Email Marketing Software on TrustRadius. Learn more and start your free trial at ActiveCampaign.com.

Perks and benefits:

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:

-Comprehensive health and wellness benefits that includes a High Deductible Health Plan (HDHP) fully covered by ActiveCampaign, complimentary access to telehealth and tele-mental health resources, and a complimentary membership to Calm

-Open paid time off

-Generous 401(k) matching program with immediate vesting

-Quarterly Path Perks with options for commuter and lunch benefits (for those reporting to a Hub), or a remote home office stipend

-Access to professional development resources through LinkedIn Learning

-After five years of service, you’ll be eligible for a four-week paid sabbatical leave and a sabbatical leave bonus

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.