Customer Success Manager

Time zone
Anywhere 🌎
Type
Full Time
Opening date
Closing date
17 Sep 2021
Views
179

At User Interviews, we believe that the best companies in the world consistently deliver products and experiences that their customers love.

We also believe that the only way to consistently build those products and experiences is to talk to your customers. Watch what they do, understand their motivations, figure out why they do things that seem irrational. And once you’ve done that once, do it again. Start having constant conversations with your customers (make them your #1 priority).

That’s why we exist. We help companies set up those conversations, powering their discovery and embrace of user insights. We currently do that by making it fast and easy to talk to customers, or potential customers, to help with product, design, or marketing decisions. We work with hundreds of companies every month, including user-centric organizations like Pinterest, Home Depot, and Spotify.

We’re a ~70 person, fully remote startup, with a goal to double in 2021.

*Due to data regulations, candidates must be based in the United States.

About Customer Success

We’re looking to bring on an entrepreneurial, analytical, and relationship obsessed Customer Success Manager. You’ll work with our Director of Customer Success to continue building systems that support our growing number of subscription customers (500 and counting). You’ll manage a segment of our post-close relationships from onboarding through to renewal hand-off.

As our subscription base and Customer Success team grows we’ll continue segmenting CS so that we’re always providing the best, and most efficient, client experience possible.

Responsibilities

  • Onboard and activate new clients
  • Develop long-term relationships with multiple advocates at each account
  • Monitor teams for inactivity (and proactively reengage them)
  • Continually optimize touch points to segment and support our clients as efficiently as possible
  • Work with customer development to discover and support expansion opportunities
  • Respond to cancelation/pause requests
  • Champion our clients and their needs/product feedback
  • Respond to clients’ account or product level questions

About You

  • Energized by meeting new people/forming new relationships
  • 2-5 years of SaaS Customer Success experience
  • Entrepreneurial, analytical, and a great communicator
  • Self-starter, able to work on multiple things at once
  • Well organized- Excited about being remote
  • Think companies should be obsessed with their customers!

Benefits

  • Competitive pay: OTE of $80,000 – $90,000
  • An equity stake in the company
  • 100% premium-covered healthcare + dental + vision coverage for you
  • 401(k)
  • PTO, holidays, and floating holidays
  • Flexible, paid parental leave- Flexibility in when / where / how you work
  • 1 or 2 company retreats per year
  • Equipment and office setup budget
  • Annual learning stipend
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