About the role: We're looking for an experienced
Customer Success Manager, Scaled with B2B SaaS experience to join Great Question's high-performing, fully remote team. This position is focused on onboarding new customers, fostering long-lasting partnerships with customers, and building out the infrastructure for a scaled customer engagement program.
As an early member of our customer success team, you'll be a crucial asset in our journey. This is not an entry level/early career role managing SMB accounts, this is a role for someone who truly enjoys scaled customer success engagements. This role is open to anyone able to work in North American time zones and will support a range of customers globally.
The Opportunity:- Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption and growth
- Balance 1:many customer programs with strategic customer engagements
- Build webinars, office hours, and other scalable 1:many programs
- Manage a large portfolio of scaled and mid-market customers through the full customer lifecycle: onboarding, check-ins and supporting expansion opportunities
- Identify product improvements that serve our customers' needs and meet industry trends
- Collaborate with management, product, marketing and sales to contribute to scaled enablement including emails and in-app engagement
About You:- 5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer enablement, account management).
- 8-10 years professional experience
- Proven experience implementing scaled customer success initiatives
- Ability to prioritize where human touch is needed versus where tech-touch or self-service programs can be more impactful
- The ability to simplify technical subjects into digestible, value-driven actions
- Experience maintaining valuable and outcome-based relationships with a diverse customer account portfolio
- Inquisitive. You love asking the right questions to uncover insights and findings that can influence business decisions
- Customer-centric. You care about our newest customers and are constantly thinking about how users can have a positive experience working with us
- Proven ability to excel in a remote work setting
- You consistently demonstrate excellence in your work, and are dependable, hard-working, focused, determined, and accountable
- Experience working in UX research, design or related fields a plus
Why You'll Love Working Here:- A culture of customer obsession and curiosity
- Opportunity to shape and scale a critical business function
- Remote-first culture with high trust and high autonomy
- Annual team retreats and virtual events
- Opportunity to work on cutting-edge AI integrations that matter
- Competitive compensation & equity
- Generous PTO, health benefits, and learning stipend
