Customer Success Manager

Summary

Join User Interviews as a Customer Success Manager and build strong relationships with subscription clients. You will onboard new clients, develop long-term relationships, optimize touch points, and work with sales for renewals and expansion opportunities. The role requires managing a portfolio, collaborating cross-departmentally, and achieving gross retention targets. You will need 2-4 years of SaaS Customer Success experience, strong communication skills, and an entrepreneurial mindset. User Interviews offers competitive pay, comprehensive benefits, and a fully remote work environment.

Requirements

• Energized by meeting new people/forming new relationships
• 2-4+ years of SaaS Customer Success experience
• 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!

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 a gross retention rate for your book of business
• Create and identify qualified expansion opportunities for the sales team through deep relationships
• 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

Benefits

• Competitive pay of $80k-$95k OTE (DOE) (90/10 split)
• Stock options for every employee
• 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
• $250 Office setup budget
• $50 monthly work from home stipend
• $250 Annual learning & development stipend
• Awards for 360-degree recognition, work anniversaries, & birthdays
• Annual Company Retreat