Job Description
Customer Success Manager
at User Interviews
REMOTE, US
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 ita 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.
About Customer Success
We’re looking to bring on an entrepreneurial, analytical, and relationship-obsessed Customer Success Manager. You’ll work with our Director of Customer Success to continue building systems that support our growing number of 1000+ subscription customers. You’ll manage a segment of our post-sale relationships from onboarding through renewal hand-off. You’ll be responsible for building trusted and collaborative relationships with our customers, and driving widespread adoption of User Interviews products at scale. By developing and delivering best-in-class 1-to-1 and 1-to-many customer engagements, you’ll drive increased business value and product adoption across your book of business.
Responsibilities
Develop and deliver content and programs to facilitate User Interviews’ customer adoption and reduce churn at scale
Onboard and activate new customers, and ensure they derive maximum value from their investment in our platform, utilizing key features and products
Cultivate long-term relationships with customers in your book of business, establishing multiple champions and advocates
Proactively monitor customer usage data, health scores, and lifecycle milestones to inform tailored success initiatives
Quickly identify risks to customer retention and employ strategies to remove roadblocks and deliver success
Manage and optimize the utilization of our customer success tools, including but not limited to: Vitally, Salesforce, and Mode
Act as a customer advocate, conveying valuable feedback and insights to the User Interviews Product team and the broader organization
Represent User Interviews 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
Independently managing your portfolio while also being a team contributor
Being able to articulate the goals and needs of your book of business
Successfully onboarding new customers and driving continuous adoption of our platform
Supporting the achievement of team and divisional OKRs
Supporting cross-departmental collaboration
Demonstrating strong problem-solving skills
Staying agile and curious
Qualifications
2-5 years of SaaS Customer Success experience
Proven ability to comprehend complex concepts and convey them effectively, tailoring communication to different audience levels
Entrepreneurial, analytical, and an adept facilitator of action-oriented meetings
Strong prioritization, multitasking, and performance under pressure
Proficient in critical analysis and deep-level thinking
Skilled at collaborating with teams of all sizes and as a self-driven individual
Exceptional relationship-building capabilities, fostering strong connections with internal stakeholders
Proficiency in tools like Slack, Notion, Google Product Suite (Calendar, Slides, Sheets, Sites), and other SaaS products
Excited about being remote
Think companies should be obsessed with their customers!