Research Manager

Responsibilities

• 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.
• What Success Looks Like
• 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.
• What You Bring

Requirements

• 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.
• 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: custo

Additional Information

At Klue , We're Building the Future of Competitive Intelligence 👋 Klue Win-Loss is hiring! 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. What's In It for You? 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.

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