Director of Customer Success

About Great Question

Great Question is on a mission to help businesses build better products by making customer research fast, easy, and scalable. We’re a Series A B2B SaaS company backed by top-tier investors and trusted by leading brands like Gusto, Miro, Brex, and Canva.

Our all-in-one research platform enables teams to recruit participants, run interviews and surveys, and analyze insights — all in one place. As we enter the era of AI, we’re pioneering automated qualitative analysis to help teams turn customer feedback into actionable insights faster than ever.

We’re a remote-first, customer-obsessed team committed to helping product teams deeply understand and serve their users. Learn more at greatquestion.co.

About the Role

We’re looking for a North America-based Director of Customer Success to lead our post-sale strategy and execution — driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth.

Customer Success is a core pillar of our GTM strategy and essential to achieving our ARR goals. You’ll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR).

What You’ll Do

📍 Commercial Leadership

• Own ambitious Net Dollar Retention goals across all segments.
• Define and execute a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve).
• Be accountable for renewals, expansion, and churn.
• Identify and grow new revenue streams, including professional services.
• Build forecasting, pacing, and attribution models to track revenue impact.

🔁 Customer Lifecycle & Experience

• Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks.
• Identify success patterns among high-performing accounts and standardize those motions.
• Operationalize usage signals, customer health scores, and churn/risk alerts.

🤝 Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy.
• Integrate CS into our PLG motion (e.g., in-app success triggers, lifecycle comms).
• Support adoption of usage-based pricing through training and enablement.

👥 Team Leadership

• Hire, coach, and manage a high-performing CS team.
• Define clear ownership across renewals, expansion, and product adoption.
• Launch scaled initiatives like champion programs and strategic customer visits.
• Drive performance through accountability, goal-setting, and feedback.

About You

• Proven success leading CS teams in high-growth B2B SaaS environments, ideally having scaled from Series A to Series B/C and beyond
• Experience serving enterprise customers and ideally managing both enterprise and scaled CS motions.
• Demonstrated commercial acumen: achieved or exceeded quotas, driven upsells, opened new revenue streams.
• Systems thinker with strong process-building and performance tracking abilities.
• Empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance.
• Cross-functional collaborator who aligns CS tightly with GTM partners.
• Passionate about the opportunity around AI

Success in First 6–12 Months

• Achieving QoQ revenue targets
• Segmented NDR strategy implemented and tracking to 115%+.
• Expansion ownership between CS and Sales clearly defined and smoothly operating.
• Revenue attribution for CS is live, with CSMs confidently executing and hitting quota.

Benefits

• Competitive salary and benefits package.
• Opportunity to work on challenging and impactful projects.
• Be part of a passionate and supportive team.
• Make a real difference in the world of customer feedback.

Hiring Process

We endeavor to deliver a great candidate experience, including notifications of your status in the hiring process throughout.

The hiring process includes the following steps and typically happens across 2-4 weeks from first interview:

1. Initial phone screens for shortlisted candidates.
2. Interview with Co-Founder & CEO, Ned Dwyer.
3. Cross-functional collaboration interview with our VP of Sales.
4. Collaboration interview with a member of Customer Success.
5. A take-home assignment and synchronous review.
6. Final leadership interview.
7. Reference checks with a past manager, and if relevant, a person you have managed.

Note - Each interview is sequential, so you’ll only move to the next round if you pass the previous one. After each interview, we’ll aim to notify you if you’re progressing within 3 days of your interview taking place.

How to Apply

If this sounds like the opportunity you’ve been waiting for, we’d love to hear from you! Please submit your resume, making sure it’s a concise representation of your previous work experience.

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