Customer Success Manager, Scaled

Great Question

4d•Remote

About The Position

Great Question is the all-in-one AI customer research platform for understanding your customers. Our platform enables teams to recruit participants, run research, and share insights – all in one place. Backed by world-class investors and trusted by industry-leading teams like Gusto, Experian, Canva, and Brex, we’re building the future of customer research. We believe AI is a multiplier for creativity, speed, and scale. Everyone on the team is encouraged to lean into AI, not just to be more efficient, but to push boundaries and unlock new possibilities. Whether you’re writing, designing, coding, or analyzing, we expect you to explore how AI can elevate your craft. Our culture is built on high trust, high agency, and high emotional intelligence. If you’re looking for a place where your voice matters, where work is fun, and where you're empowered to do your best - join us in redefining user research 🚀 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.

Requirements

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

Nice To Haves

Experience working in UX research, design or related fields a plus

Responsibilities

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