Senior Manager, Customer Insights

Job Description

As the Senior Manager, Customer Insights, you will play a pivotal role in shaping how we understand and serve our global market. You will act as the champion and organizational owner of our global Voice of the Customer (VoC) program and customer segmentation framework, ensuring that client feedback directly influences our product roadmaps, go-to-market strategies, and commercial operations.

Key Responsibilities

• Own the Voice of the Customer (VoC) Program: Lead the end-to-end administration, methodology design, and governance of global relationship-based customer surveys (e.g., Strategic NPS, annual relationship surveys) to serve as the single source of truth for customer sentiment.
• Maintain Customer Segmentation: Maintain and continuously refine comprehensive customer segmentation frameworks to model the unique needs of diverse, global customers and prospects.
• Guide Product Roadmaps: Partner strategically with Growth and GID to ensure global product roadmaps and feature developments align with segment-specific expectations and direct customer feedback.
• Go-To-Market Alignment: Collaborate closely with Marketing to ensure new software and hardware deployments are positioned correctly and tailored to the unique priorities of targeted customer segments.
• Executive Reporting & Dashboarding: Define program success metrics and construct executive-level reporting to measure the impact of customer feedback and segmentation on pipeline growth, brand perception, and overall satisfaction.

Required Qualifications & Experience

• Education: Bachelor's degree in Business, Marketing, Statistics, Social Sciences, or a related field; MBA or advanced degree preferred.
• Experience: 5+ years of experience in B2B customer insights, market research, voice of the customer (VoC) program management, or a related product marketing role.
• Survey Methodology: Proven track record designing, administering, and analyzing relationship and transactional surveys within enterprise feedback management platforms (e.g., Qualtrics, Medallia, AskNicely).
• Industry Context: Experience in clean energy, energy storage, utilities, or enterprise B2B SaaS environments is highly desirable.
• Analytical Tools: Demonstrated ability to build and maintain professional dashboards in visualization tools (e.g., Power BI, Salesforce).

Additional Skills

• Matrix Collaboration: Exceptional cross-functional collaboration and alignment skills, particularly when navigating boundaries with Customer Success, Product, and Sales teams.
• Strategic Translation: Strong qualitative and quantitative analysis skills, with the ability to turn raw customer quotes and metrics into high-impact commercial strategies.
• Executive Presence: Excellent communication and presentation skills, with the ability to present complex VoC insights clearly to C-suite and executive audiences.

This is an onsite position, and we are seeking candidates who live within a reasonable commuting distance of the Fluence office and are available to work onsite four days per week.

Our Culture

At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world.

Unleash Voices

We believe every voice matters. We encourage openness, active listening, and decisive action to create a culture where everyone has the opportunity to contribute to our success. We foster an environment where diverse perspectives are heard and valued, driving innovation and progress.

Customer Fluent

Our customers are at the heart of everything we do. We're committed to delivering exceptional value that exceeds expectations by understanding our customers' needs and adapting swiftly to meet them. Our deep focus on customer satisfaction drives us to continuously improve and innovate.

Infinite Impact

We are committed to creating the impossible. We push boundaries to deliver sustainable, game-changing solutions that shape a brighter, more energy-efficient future for all. Our team is passionate about making a lasting impact that will resonate for generations to come.

All In

We are all in for growth. Our teams are relentlessly focused on identifying and seizing opportunities that propel us forward. We embrace an ownership mindset, pushing ourselves and each other to accelerate progress and create lasting success.

Equal Opportunity Employer
At Fluence, we believe great teams are built on a collaborative and connected culture. We're proud to be an Equal Opportunity Employer and welcome qualified applicants of all backgrounds. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity or expression, genetic information, or any other status protected by law.

Work Authorization
To join our team, you'll need to be legally authorized to work in the United States at the time of application and throughout your employment, without the need for employer sponsorship. Please note that Fluence does not sponsor work visas for this position.