Customer Success Manager

About Great Question

Great Question is the all-in-one customer research platform for understanding your customers. Run interviews, surveys, and prototype tests; query support tickets, app store reviews, and sales calls; and use AI to analyze it all in one place.

We’re a well-funded, seed-stage startup backed by Y Combinator and Funders Club, working with some of the most innovative companies in the world like Gusto, Experian, Canva & Brex.

We’re post product-market-fit but pre-Series A: the perfect time for an ambitious operator to join a fast growth startup.

About the role

We're looking for an experienced, agile Customer Success Manager with B2B SaaS experience to join our high-performing, fully remote team. This position is focused on onboarding new customers, building long-lasting partnerships with customers, and expanding accounts over time.

As an early member of our customer success team, you’ll be a crucial asset in our journey. This role is open to anyone able to work in the East coast (e.g. Eastern time) North American time zones.

The Opportunity

• Engage with new Great Question users and customers to uncover the problems they’re looking to solve and help them derive immediate value from our software

• Manage a portfolio of mid-market and/or enterprise customer accounts through the full customer lifecycle: onboarding, recurring check-ins and achieving expansion revenue targets

• Collaborate with Sales, Product, and Marketing teams to proactively identify opportunities for expansion, education, and engagement

• Identify product improvements that serve our customers’ needs and meet industry trends

About you

• 5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer support, business development, sales, account management)

• 3+ years of experience managing customer relationships

• 3+ years of experience in a revenue-generating role (e.g. sales, business development, customer success, account management)

• The ability to simplify technical subjects into digestible, value-driven actions

• Experience maintaining valuable and outcome-based relationships with a diverse customer account portfolio

• Inquisitive. You love asking the right questions to uncover insights and findings that can influence business decisions.

• Customer-centric. You care that our newest customers and users have a positive experience working with us—right away.

• High conviction. When you're in, you're all in. You take pride in your work and are passionate about delivering your best

• Coachable. You have a can-do attitude and are known to excel under pressure

• Experience at an early stage startup or influencing the growth of a team—including proven experience building internal and external playbooks and processes

• Proven ability to effectively work remotely and excel in a remote work setting

• You consistently demonstrate excellence in your work, being dependable, hard-working, focused, determined, and accountable

Bonus points

• Experience working in UX research, design or related fields

Benefits

• Competitive salary and equity

• Medical insurance - large company contribution

• Always remote

• Education stipends

• Flexible PTO and holidays

• Offsites, regular team events, virtual gatherings, and more.