Customer Intelligence Manager

About the Role:

PitchBook's Marketing team is a world-class B2B growth engine, fueling the company's momentum as the pulse of private capital markets. Operating at the pace of our complex and opportunity-rich industry, we deliver impactful marketing that adapts to shifting market dynamics while bringing clarity, precision, and creativity to every stage of the customer lifecycle. Through an agile blend of Brand, Creative, Content, Go-to-Market, Channel, and Operations strategies, we ensure our work doesn't just inform, it shapes. United by purpose and leveraging a data-driven approach, our team empowers PitchBook to meet the speed of private capital and help customers move forward with conviction.

At PitchBook, our customers are at the heart of everything we do. The Customer Insights Manager will play a critical role in ensuring we understand their evolving needs and keep a pulse on their experiences. This role is responsible for capturing feedback across multiple channels, transforming it into actionable insights, and influencing strategies across the organization to enhance customer satisfaction and drive growth. The ideal candidate is proactive, self-motivated, and thrives in a fast-paced, collaborative environment, bringing strong B2B or SaaS marketing experience and a drive to grow their expertise in customer insights.

Primary Job Responsibilities:

• Design and manage a comprehensive customer feedback program spanning surveys, interviews, advisory boards, and other channels
• Oversee the full lifecycle of PitchBook's customer surveys-annual, transactional, and ad hoc-ensuring they are strategically designed, yield actionable insights, and remain fresh/relevant
• Build and maintain a robust library of customer insights that highlight impact and successes (including case studies, quotes, logo sheets, one-pagers, etc) to aid in new business and renewal conversations
• Develop and scale programs that connect satisfied customers with prospects and internal teams, leveraging customer advocacy to drive retention, expansion, and new business
• Curate and regularly refresh a central repository of customer feedback, case studies, logos and testimonials to ensure teams across PitchBook have easy access to the most up-to-date insights
• Synthesize feedback into clear, compelling insights that inform executive-level decisions and highlight the voice of the customer throughout the organization
• Monitor trends and emerging best practices in customer research, advocating for new methods and tools to elevate PitchBook's customer insights programs
• Partner with Marketing, Sales and Customer Success to keep content current, aligned to business needs, to engage prospects and customers alike
  
• Collaborate with Customer Success, Product, Marketing, and Sales to surface the most relevant customer insights and influence strategies for product roadmaps, go-to-market planning, and engagement initiatives
• Establish and monitor key metrics to measure the effectiveness and impact of customer insights programs (e.g., engagement with collateral, influenced revenue, survey response rates, reference/referral program ROI)
• Regularly report results to stakeholders across the business and use data to guide continuous improvement
• Provide feedback to the Sr. Manager of Insights to refine program strategy and execution
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested
  

Skills and Qualifications:

• 3-5 years of experience in B2B SaaS marketing, with experience in customer insights/customer advocacy
• Experience with survey tools such as GetFeedback, User Evidence, AskNicely, Delighted, and Qualtrics
• Strong project management and organizational skills with the ability to manage multiple programs simultaneously
• Excellent communication and relationship-building skills for internal stakeholders and customer-facing collaboration
• Experience with creative briefs and integrated marketing workflows
• Strong preference for knowledge of/experience with design programs, such as Adobe InDesign, Adobe InCopy, Figma, and Canva
• Data-driven mindset with familiarity in tracking, reporting, and ROI analysis (using tools like Salesforce and Tableau)
• Proactive, collaborative, and eager to learn
• Execution, monitoring and reporting of surveys in market
• Source, publish and distribute at least 12 new case studies per year
• Refresh and refine the customer evidence library each quarter in Highspot
• Revenue Influence: create and track insights used in closing new business and CS conversations
• Content Engagement: Downloads, views, and usage of all customer insights collateral
• Internal Alignment: Positive feedback from CS, Sales, Product and Marketing leadership

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $80,000-$100,000
• Target annual bonus percentage: 10%

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments-those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices-that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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