What are the responsibilities and job description for the CUSTOMER SUCCESS MANAGER position at Great Question, Inc?

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 North American time zones, with priority given to those in the Denver, CO, and San Francisco Bay areas.

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 Success role at a B2B SaaS company supporting mid-market and / or enterprise customers

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.

Note, we will only ever contact you over email using a greatquestion.co email address.

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CUSTOMER SUCCESS MANAGER

What are the responsibilities and job description for the CUSTOMER SUCCESS MANAGER position at Great Question, Inc?

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