Customer Analytics Manager
•Abnormal· 9h
🏷️ Data Science⏰ Full-time🎯 Lead / Principal💰 $107k-154k🇺🇸 USA
9h ago
Klue·about 2 months ago
As a Research Manager, you'll be the person our customers and internal teams rely on to uncover the why behind every win, loss, and churn, and then scale that capability through AI. Your mission is twofold: deliver high-impact research programs that sharpen our customers' go-to-market strategies, and actively train, tune, and supervise the AI interviewers that let us do this at scale.
When our customers win because of insights you uncovered, and the AI you trained, we all win.
You'll get a front-row seat to the future of qualitative research: a model where expert researchers focus their time on high-trust, high-signal conversations AI can't replicate — while continuously improving the AI interviewers that handle the rest. You'll master interviewing craft, qualitative analysis, and AI system training, all within a team actively reshaping how win-loss research gets done. This role offers a clear path to Senior Research Manager, Research Director, or AI-enabled research leadership within a high-growth, high-trust team.
Research Program Leadership. Own program delivery end-to-end: customer onboarding, interview strategy (human and AI mix), analysis, and reporting. Ensure every program delivers actionable insights that drive renewal and expansion.
High-Signal Interviewing. Conduct win, loss, churn, and seller interviews where human judgment is essential: high-trust relationships, complex buyer situations, and conversations that unlock insights AI can't yet reach on its own.
Train and Tune AI Interviewers. Design, train, and continuously improve AI interviewers using real interview data, feedback loops, and your expert judgment. A growing share of eligible interviews will be handled by AI, and you'll own the quality bar for that output.
Insight and Analysis. Transform interview findings into compelling research briefs, executive summaries, and narratives customers can act on, delivered inside the Klue platform, including Ask Klue and agentic outputs powered by win-loss data.
Customer Partnership. Build trusted relationships with customer program stakeholders. Manage expectations, surface expansion opportunities, and partner with CSMs to support renewal outcomes.
Continuous Improvement. Identify workflow improvements and automation opportunities. Contribute to evolving Klue's research practice as the human/AI interview model matures.
We want you to love the role you’re in, and we believe these outcomes will set you up for success:
Program execution. ≥80% on-target interview and report delivery across 100% of assigned programs each quarter.
AI interview growth. A growing percentage of eligible interviews completed by AI interviewer quarter-over-quarter, without sacrificing insight quality or customer satisfaction.
AI quality. AI-led interviews meet defined quality standards and require fewer human interventions over time, a direct reflection of your training and tuning.
Customer outcomes. Research programs contribute to renewal and expansion targets through consistent interview volume and insight quality.
Human leverage. Human-led interviews are intentionally reserved for high-trust, high-signal conversations that demonstrably influence program outcomes and customer confidence.
Must Haves:
Strong communication skills across interviewing, writing, and customer-facing presentations.
Excellent qualitative research skills: probing, active listening, sense-making, and narrative development.
Ability to design, train, and continuously improve AI interviewers using real interviews, feedback loops, and expert judgment.
Strong organizational and program management skills across multiple concurrent customer engagements.
Analytical, pattern-seeking mindset. Comfortable connecting qualitative insight to structured data.
High emotional intelligence and sound customer judgment, especially in high-trust interview situations.
Independent, proactive, and comfortable with ambiguity in a fast-moving environment.
Natural curiosity and willingness to ask hard questions of both customers and systems.
Nice-to-Haves:
Hands-on experience with modern LLMs beyond basic usage: prompt design, evaluation, iteration, and failure analysis.
Experience configuring or experimenting with AI agents, workflows, or automation tools in research, support, or analysis contexts.
Comfort pressure-testing AI outputs, identifying signal vs. noise, and knowing when human judgment should override the system.
Exposure to non-win-loss qualitative research methods (buyer journey, churn analysis, JTBD, voice-of-customer programs).
Experience working alongside product, data, or AI teams to improve systems, tooling, or research infrastructure.
For internal candidates: 500+ win-loss interviews and deep familiarity with our program processes.
For external candidates: customer-facing consulting or analyst experience, product marketing with win-loss/churn exposure, or 5+ years in B2B tech research with substantial customer interaction.
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Not ticking every box? That’s okay. We take potential into consideration. An equivalent combination of education and experience may be accepted in lieu of the specifics listed above. If you know you have what it takes, even if that’s different from what we’ve described, be sure to explain why in your application.
At Klue, we're committed to building a high-performing team where people feel a strong sense of belonging, can be their authentic selves, and are able to reach their full potential. If there’s anything we can do to make our hiring process more accessible or to better support you, please let us know, we’re happy to accommodate.
At Klue, you’ll push the boundaries of what’s possible. For yourself, your team, and our customers. The environment here feels more startup than corporate. You’ll roll up your sleeves, build, iterate, and level up. This is a place where your ideas matter, you can shape what comes next, and leave your mark.
If you’re looking to join a category-defining company… where you own big outcomes, influence real customers, and work with smart, gritty people… you’ll thrive here.
Unlock Your Potential. Take Risks. Take Action. Innovate
We love the balance of connection and flexibility. We work Office-First, with a hybrid touch, and work together in our vibrant offices on Mondays, Wednesdays & Thursdays to collaborate, brainstorm, and build together.
Our main hiring hubs are in:
🇨🇦 Vancouver (HQ)
🇨🇦 Toronto
🇬🇧 London
High Performance Culture. We reward high performance and growth through career development, coaching, and annual performance reviews.
Comprehensive benefits: Extended health & dental coverage that starts on Day 1. Fun perks like discounts at Goodlife and Perkopolis are gravy.
Ownership: All full-time employees have the opportunity to participate in our Employee Stock Option Plan.
Our Vacation Policy is Take The Time You Need. We just ask that you give notice and don’t leave your team hanging.
Top-tier tools. All employees will receive a Mac (or PC, if that’s your jam) and access to A+ tooling.
AI First. All employees are encouraged to lean into AI to work smarter and faster. Built something cool lately? Show us at our Friday Show, Don’t Tell Meetings.
Growth / Leadership. Direct access to our leadership team, including our CEO, and opportunities to connect with incredible people across the company.
Social connection. There’s no shortage of ways to stay connected and have fun. We get together once a year in Vancouver for a company- wide kickoff. Throughout the year our Hubs hold regular social events.
Dog-friendly spaces. Bring your four-legged friend along in Vancouver or Toronto, as our offices are pup-approved.
We’re on a mission to help organizations stop losing winnable deals. Klue’s AI agents generate market, competitor, and buyer insights in a unified platform. We ensure it’s trustworthy, automated, and activated across every department, so they have the answers they need to own their market.
✨ Here’s what makes us tick:
Klue is AI-first at its core. It’s wired deep into our internal processes and tooling, powering our small but mighty team. It drives Klue’s autonomous agents that handle the heavy lifting for customers: collecting intel, generating insights, and ensuring content is updated and available across departments. Our agents help them scale their impact, stay ahead of the market, and reclaim the time that used to be consumed by manual, repetitive busywork.
Competitor Insights. Klue helps revenue teams win more competitive deals by turning market, competitor, and buyer signals into insights teams can actually use. Our AI analyzes calls, CRM data, and real buyer feedback to give product marketers and sellers a clear picture of what’s happening in their market and why deals are won or lost. We’re a curious, collaborative team building a platform that helps companies compete with confidence, and we’re looking for people who want to do meaningful work alongside others who care about craft and impact.
A culture of curiosity, ownership and winning together. We’re a fast-growing, globally-distributed team based in Vancouver (with hubs like Toronto), scaling quicker than ever. We value people who own their domain, act boldly, stay curious and thrive in a collaborative, high-performance environment.
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Series A (2020)
Series B (2021)
By submitting your application, you agree that Klue may collect your personal data for recruiting, global organization planning, and related purposes. We may use automated or AI-assisted tools to support our recruitment process. All hiring decisions are made by our hiring team