Customer Intelligence Manager

Customer Insights Manager

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence. If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

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, etc).