SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Great Question is an AI-powered customer research platform that helps teams recruit participants, run research, and share insights in one place. The company is backed by world-class investors and trusted by industry leaders like Gusto, Experian, Canva, and Brex.
You will join Great Question's customer success team as an experienced Customer Success Manager focused on scaled customer engagements. This is a senior individual contributor role (not entry-level) managing a large portfolio of scaled and mid-market customers through their full lifecycle.
Key responsibilities:
- Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption, and growth
- Balance 1:many customer programs with strategic customer engagements for key accounts
- Build webinars, office hours, and other scalable 1:many programs
- Manage a large portfolio of scaled and mid-market customers through onboarding, check-ins, and expansion opportunities
- Identify product improvements that serve customer needs and meet industry trends
- Collaborate with management, product, marketing, and sales on scaled enablement including emails and in-app engagement
The company culture emphasizes high trust, high agency, and high emotional intelligence. You'll work in a remote-first environment with annual team retreats and virtual events. The team is encouraged to leverage AI to enhance efficiency and unlock new possibilities.
REQUIREMENTS:
- 5+ years in a customer-facing role at a SaaS company (customer success, customer enablement, account management)
- 8-10 years total 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 are more impactful
- Ability to simplify technical subjects into digestible, value-driven actions
- Experience maintaining valuable, outcome-based relationships with diverse customer portfolios
- Inquisitive mindset; love asking the right questions to uncover insights that influence business decisions
- Customer-centric approach; care about positive user experiences
- Proven ability to excel in remote work settings
- Consistent demonstration of excellence, dependability, hard work, focus, determination, and accountability
- Experience in UX research, design, or related fields is a plus
