Customer Success Manager

Customer Success Manager at User Interviews

Why Choose Us

User Interviews operates as a fully remote team, and it always has been. We proactively foster a strong sense of connection among our team members, despite not sharing a physical office. We genuinely value our remote culture.

We are a team of achievers. While you’ll receive full support from your manager and team, there won’t be anyone constantly looking over your shoulder. We expect and trust you to take ownership of your work, communicate transparently, and work collaboratively with your distributed colleagues.

In the spirit of improvement, we are enthusiastic about feedback. Not only from our users but also from within our team, from individual contributors right up to the CEO. Our team is deeply committed to a culture of continuous enhancement.

About User Interviews

At User Interviews, we are firm believers that the best companies consistently deliver products and experiences that their customers adore. We also understand that the only way to consistently create these exceptional products and experiences is by engaging with your customers. You need to observe what they do, understand why they do it, figure out why they sometimes act irrationally, and once you’ve done it once, do it again. Keep these conversations going constantly. In short, prioritize customers as your number one focus through user research.

This is our raison d’être. We assist teams in setting up these conversations and conducting this research, enabling them to uncover and embrace valuable user insights. Our specialization lies in participant recruitment and management because, regardless of how great your other tools are, you can’t conduct good research without quality participants. We work with hundreds of companies each month, including user-centric organizations like Atlassian, Amazon, and Spotify.

About Customer Success

We’re on the lookout for a Customer Success Manager who is entrepreneurial, analytical, and dedicated to building strong relationships. In this role, you’ll collaborate with our Director of Customer Success to establish systems that support our rapidly growing number of 1000+ subscription customers. You will oversee a segment of our post-sale relationships, ensuring they achieve maximum value from their investment in User Interviews’ products and fostering broad adoption. Your focus will be on creating trusted and collaborative relationships with customers to drive product adoption at scale. By developing and delivering top-notch one-on-one and one-to-many customer engagements, you’ll enhance business value across your customer base.

Responsibilities

• Develop and implement content and programs that drive customer adoption and reduce churn at scale
• Onboard and activate new customers, ensuring they derive maximum value from our platform Build long-term relationships with customers, creating multiple champions and advocates
• Proactively monitor customer usage data, health scores, and lifecycle milestones to inform tailored success initiatives
• Swiftly identify risks to customer retention and employ strategies to remove obstacles and ensure success
• Optimize the use of customer success tools, including Vitally, Salesforce, and Mode Advocate for customers, conveying valuable feedback and insights to the User Interviews Product team and the broader organization
• Serve as a domain and product expert in all customer interactions Collaborate with the Sales team to target and support expansion opportunities

What Success Looks Like

Managing your portfolio independently while being a valuable team contributor Effectively articulating the goals and needs of your customer base Successfully onboarding new customers and driving continuous platform adoption Supporting the achievement of team and divisional OKRs Promoting cross-departmental collaboration Demonstrating strong problem-solving skills Remaining agile and curious.

Qualifications

• 2-5 years of SaaS Customer Success experience
• Proven ability to grasp complex concepts and communicate them effectively to diverse audiences
• Entrepreneurial, analytical, and skilled at facilitating action-oriented meetings Strong prioritization, multitasking, and performance under pressure
• Proficient in critical analysis and deep-level thinking
• Effective collaboration with teams of all sizes and as an independent, self-driven individual
• Exceptional relationship-building skills, fostering strong connections with internal stakeholders
• Proficiency in tools like Slack, Notion, Google Product Suite (Calendar, Slides, Sheets, Sites), and other SaaS products
• Excitement about remote work Belief that companies should be customer-obsessed

Benefits

• Competitive compensation: $80k – $95k OTE (Depending on Experience) 100% premium-covered medical and dental employee coverage
• Annual membership to One Medical Group and Talkspace 401k with employer contribution Four weeks of PTO to start, with an additional day accrued each year of employment
• Unlimited wellness days for sick days, doctor’s appointments, mental health days, and more
• Flexible, paid parental leave Stock options for every employee $250 Office Setup Budget $50 Work From Home Stipend
• Performance-based incentive plans Awards for 360-degree recognition, work anniversaries, and birthdays

We Embrace Your Uniqueness!

We are deeply committed to accessibility, equity, diversity, and inclusion. We design our products for and welcome participants, researchers, and employees from a wide range of backgrounds. These backgrounds encompass various socioeconomic statuses, gender identities, sexual orientations, religions, races, ethnicities, ages, neurodivergences, disabilities, and citizenships, to name a few. We understand that this journey is ongoing as we continue to grow. We don’t settle for the way things are but strive for what they could be.