What are the responsibilities and job description for the Customer Insights & Experience Manager position at Performant Capital?
Job Title: Customer Insights & Experience Manager
Location: Chicago, IL (On-site)
Firm Type: Lower Middle Market Private Equity
Employment Type: Full-Time
About the Firm:
Performant Capital is a Chicago-based, lower middle market private equity firm focused on investments in technology-driven companies. Performant acquires businesses across SaaS, technology-enabled services, and data intelligence products and services with annual revenues ranging from $1M to $30M. With over 50 years of collective investing and operating experience in these sectors, Performant’s principals seek opportunities where its depth of investing, operating expertise, and partner network can materially impact performance.
Role Overview:
We are seeking a highly analytical and customer-centric Customer Insights & Experience Manager to lead our Voice of the Customer (VoC) efforts across our portfolio. In this role, you will be responsible for designing and implementing scalable feedback programs, aggregating and analyzing customer data, and working closely with portfolio leadership to drive actionable insights. This is a unique opportunity to sit at the intersection of customer experience, operational improvement, and private equity value creation.
Key Responsibilities:
● Develop and implement a standardized Voice of the Customer framework across the portfolio to capture and measure customer sentiment, NPS, churn drivers, and product feedback.
● Partner with portfolio companies to collect and analyze customer data from surveys, interviews, support tickets, and usage analytics.
● Conduct deep dives into customer feedback to uncover insights that inform go-to-market, product, and customer success strategies.
● Build dashboards and reporting tools to share customer insights with investment and operating teams.
● Participate in transactional due diligence processes to evaluate customer satisfaction, retention risks, and revenue quality for potential acquisitions.
● Act as a strategic advisor to portfolio company leadership on customer experience improvements and retention strategies.
● Coordinate with investment team members to incorporate customer insights into portfolio reviews and strategic planning.
Preferred Qualifications:
● Minimum 3 (ideally 5 ) years of experience in (i) customer insights, CX/VoC programs, or a related role in SaaS or technology environments or (ii)
● Experience conducting or supporting customer-focused transactional due diligence (e.g., customer calls, retention analysis, data room review) is viewed favorably but not required.
● Strong analytical skills with experience interpreting quantitative and qualitative data to drive decision-making.
● Excellent communication abilities—able to convey complex insights clearly to both technical and non-technical audiences.
● Prior experience in a PE-backed environment or consulting is a strong plus.
● High level of comfort working independently in a fast-paced, entrepreneurial setting.
What We Offer:
● A front-row seat to the growth journey of leading B2B SaaS companies.
● Direct impact on value creation and strategic decisions across a growing portfolio.
● Opportunity to collaborate with a high-caliber investment and operating team.
● Competitive compensation and benefits, along with a vibrant, collaborative work environment in the heart of Chicago.
Salary : $30
