Senior Customer Success Manager

🧩 Why Join Us
User Interviews is a fully remote team and always has been. We are proactive about staying connected to each other despite not sharing the same physical space. Remote culture is real and we care about it—a lot.  We’re a team of doers. You’ll be fully supported by your manager and team, but there won’t be anyone peering over your shoulder. You’ll be expected and trusted to take ownership of your work, and to communicate clearly and transparently with your distributed teammates. 

On a related note, we’re very pro-feedback. From our users, of course. But also from each other. From individual contributors right up to the CEO, this is a team that is genuinely committed to continuous improvement. 


🤠 About User Interviews
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 why they do what they do. Figure out why they do things that seem irrational. And once you’ve done that once, do it again. Start having constant conversations. In short, make customers your #1 priority through user research.  

That’s why we exist. We help teams set up those conversations, that research, allowing them to discover and embrace user insights. We specialize in participant recruitment and management because you cannot do good research without good participants, no matter how good your other tools may be. We work with hundreds of companies every month, including user-centric organizations like Atlassian, Amazon, and Spotify.


⭐️ Customer Success at User Interviews 
The CS team at UI leads with curiosity and empathy with a goal to put people first in our interactions with clients and colleagues. We are customer-obsessed, acting as 1) our client's partners/advisors in research and recruiting and 2) our clients’ trusted advocates to our internal teams. As part of the research industry, we are continuously learning and growing best practices/research skills. As a team, we work autonomously with our clients while supporting each other and collaborating daily to improve and grow as both individual contributors, a CS team, and a company. 


💡 What You’ll Do
We’re looking to bring on an entrepreneurial, analytical, and relationship-obsessed Enterprise Customer Success Manager. You’ll work with our Director of Customer Success to continue building systems that support our growing number of subscription customers. You’ll help support the management of the enterprise segment of our relationships from onboarding through to renewal and beyond! 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  
• For the companies, you own, develop long-term relationships with multiple advocates  
• Continually optimize touch points to segment and support our clients as efficiently as possible through Joint Success Planning
• Work with sales to support renewal and target expansion opportunities
• Focus on achieving an gross retention rate for your book of business
• Create and identify qualified expansion opportunities for the sales team through deep relationships 


👀 What Success Looks Like
• Independently managing your portfolio while also being a team contributor
• Supporting cross-departmental collaboration
• Successfully onboarding new clients
• Supporting the achievement of team and divisional OKRs 
• Problem-solving
• Staying agile and curious
• Articulating the goals and needs of your portfolio of clients
• Meeting or exceeding the gross retention target 
• Generating qualified expansion opportunities for Renewals


🦖 Minimum Qualifications
• Energized by meeting new people/forming new relationships
• 3-5+ years of SaaS Customer Success experience with at least 2 years supporting Enterprise clients
• 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! 

🤑 Compensation & Benefits
• Competitive pay starting at $105k+ OTE (90/10 split)
• $50 monthly work from home stipend 
• 100% premium covered medical + dental employee coverage
• Annual membership to One Medical Group & Talkspace
• 401k + employer contribution
• 4 weeks of PTO to start + accrue an additional day per year of employment
• Unlimited wellness days - Sick? Doctors appointment? Mental health day? We’ve got you covered.
• Flexible, paid parental leave • Stock options for every employee
• $250 Office setup budget
• $100 Annual learning & development stipend
• Awards for 360-degree recognition, work anniversaries, & birthdays
• Annual Company Retreat


💚 We embrace what makes you, you!
We are committed to accessibility, equity, diversity, and inclusion. We build products for and welcome participants, researchers, and employees from a diverse set of backgrounds. These backgrounds include—but are not limited to—varied socioeconomic status, gender identity or expression, sexual orientation, religion, race, ethnicity, age, neurodivergence, disability, and citizenship. As we grow, we are aware that this work is continuous. We will not settle for how things are, but rather strive for how they could be.

Last updated on Aug 6, 2024