Customer Success Manager

Great Question is hiring a Customer Success Manager to help us on our mission to democratize user research — helping companies talk to their customers more to ensure they build software that people want!

A well-funded seed-stage startup backed by Y Combinator and Funders Club, we're looking for an experienced Customer Success Manager with B2B SaaS experience to join our high-performing, fully remote team.

This is an opportunity to get in early, work on an interesting problem, have a huge impact on the technology and culture of an early-stage company, and shape the future of how teams build software through research.

This is a remote role open to anyone able to work within North American time zones.

This position is focused on onboarding new customers, building long-lasting partnerships with customers, and expanding accounts over time.

One of the keys to success in this position: You need to have the discipline to work independently, be highly analytical, and have a passion for customer research.

The Opportunity

As an early member of our customer experience team, you’ll be a crucial asset in our journey.

• 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 solution
• Manage a portfolio of customer accounts, including running trainings, holding QBRs, and achieving expansion revenue targets
• Collaborate with Sales, Research, and Marketing teams to proactively identify opportunities for expansion, education, and engagement
• TL;DR—make sure our customers immediately have a positive experience (and grow these partnerships for the long haul)

About you

• Bachelor’s degree in Journalism, Business, Marketing, Humanities, or Social Studies
• 5+ years of total work experience at a B2B company (i.e. SaaS or professional services)
• 3+ years of experience managing customer relationships
• Inquisitive. You love asking the right questions to uncover insights and findings that can influence business decisions.
• Analytical. You love digging into the data to uncover patterns, causes of customer trends, and using those insights to evolve and tailor the customer experience.
• 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 work.
• You have a coachable, can-do attitude and are known to excel under pressure
• Experience and genuine enthusiasm for working in a startup environment
• 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

UX, Customer, Market, or other research experience

Benefits

• Competitive Salary + Equity
• Medical Insurance - Large Company Contribution
• Always Remote
• Education stipends
• Flexible PTO and Holidays
• Offsites, Regular Team Events, Virtual Gatherings, and more.

The interview process with Great Question is a three-step approach.

1. Screener call with hiring manager
2. Invitation to book in-depth interviews with hiring manager (who will focus on core competencies, expand on the role and expectations) and two other employees—one who you'll collaborate with in the role, and one who will focus on culture
3. Take-home written assignment to be submitted to hiring manager

Once completed, we'll contact you about the outcome, and potentially proceed to an offer.