Why This Job is Featured on The SaaS Jobs
Voice of Customer leadership roles are becoming a core capability in mature SaaS businesses where retention, expansion, and product prioritisation depend on a reliable read of the end to end customer journey. This position sits at the intersection of CX measurement and company decision making, with explicit ownership of NPS and a mandate to translate experience signals into executive level narratives that influence what gets built and fixed.
For a SaaS career, the durable value here is learning how to operationalise customer insight at scale. The work spans measurement design, journey frameworks, cross functional review cadences, and action tracking, all of which are common building blocks in subscription businesses that must manage churn risk and experience quality continuously. The emphasis on storytelling also develops a skill set that travels well across SaaS functions, from product operations to customer success strategy and insights leadership.
This role fits professionals who like combining quantitative analysis with clear communication, and who prefer influence through structured programs rather than ad hoc research. It also suits managers who want a small team remit while staying close to senior stakeholders, and who are motivated by making customer evidence hard to ignore across multiple departments.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
Gusto's customers are at the heart of everything we build — and this role makes sure their voice is impossible to ignore. As Senior Manager, Voice of Customer on the CX Quality & Insights team, you'll own the strategy and storytelling that keeps the entire organization anchored to the customer experience. You'll lead a small, high-impact team of analysts, drive NPS ownership, and bring customer insights to life for executives and cross-functional partners in ways that move the business forward. If you're energized by turning data into narrative and narrative into action, this is your role.
About the Team:
The CX Quality & Insights team is Gusto's connective tissue between customer experience and company strategy. We measure what matters across the customer journey, surface the insights that drive prioritization, and hold the organization accountable to the experience we deliver. We partner deeply with data, product, operations, and leadership teams — and we believe that great analysis without great storytelling is just noise.
Here’s what you’ll do day-to-day:
- Own Gusto's Voice of Customer program end-to-end — from measurement design to insight delivery to action tracking — serving as the primary driver of the VOC narrative across the company
- Lead, coach, and develop a team of up to 3 analysts, building their capabilities in critical analysis, executive communication, and stakeholder partnership
- Own NPS strategy and reporting, ensuring the metric is understood in context and tied to meaningful business outcomes
- Craft and deliver executive-level storytelling that brings the customer experience to life, translating complex data into clear, compelling narratives for senior leadership
- Facilitate regular VOC cross-functional reviews, partnering with product, engineering, operations, and design to keep teams aligned on customer priorities
- Operate and evolve Gusto's journey measurement framework, ensuring we have a clear, current view of experience quality across key customer touchpoints
- Track customer-identified opportunities and associated work streams, escalating where the organization is not addressing critical issues and holding partners accountable to progress
- Leverage AI tools to automate reporting workflows, accelerate analysis, and model new approaches to insight generation — raising the bar for what a lean insights team can deliver
Here’s what we're looking for:
- 8+ years of experience in voice of customer, CX insights, customer research, or a related field where you consistently drove insights to measurable action
- 5+ years of direct experience working with and influencing executive teams — you're comfortable in the room and know how to land a message
- Proven people management experience, with a track record of developing analysts into strong critical thinkers and trusted business partners
- Exceptional communication and storytelling skills — you can distill complexity into clarity and tailor your message to any audience, from frontline teams to the C-suite
- Strong analytical thinking with the ability to interrogate data critically, connect findings to business and industry realities, and resist surface-level conclusions
- AI fluency — you actively integrate AI into your workflows, automate routine work, and use AI as a thought partner to accelerate and deepen your team's impact
- Consulting experience is a plus — you thrive in ambiguity, structure problems well, and know how to build credibility with senior stakeholders quickly
Our cash compensation amount for this role is $140,815/yr to $183,060/yr in Denver & most major metro locations, and $165,715/yr to $215,430/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
