Customer Success Manager

About Great Question:

Great Question is the all-in-one 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 🚀

Our Values:

At Great Question, we’re building more than just a product, we're building a culture grounded in values that drive how we work:

• Solve for the customer: Everything we do, from product decisions to marketing strategies, starts with a simple question: does this serve our customers’ needs?

• Quality matters: We balance speed with intention, aiming to build a product that people trust and love.

• We ship: Speed is part of our DNA. We prioritize getting valuable work into the hands of customers early and often.

• Continuous improvement: Feedback is fuel. We thrive on learning from peers, customers, and each other.

And we believe the best work happens in an environment that supports trust, creativity, and ownership:

• Froth: We leave room for fun. Work should be energizing, not draining.

• Disagree and commit: Healthy debate is welcomed. Once a path is chosen, we unite and move forward together.

• Sign your name: We take pride in our work and follow through on our commitments with excellence and accountability.

About the role:

We're looking for an experienced, agile Customer Success Manager with B2B SaaS experience to join our high-performing, fully remote team. This position is focused on onboarding new customers, building long-lasting partnerships with customers, and generating expansion opportunities..

As an early member of our customer experience team, you’ll be a crucial asset in our journey. This role is open to anyone able to work in North American time zones, with a preference for individuals on the East Coast.

The Opportunity:

• Engage with new Great Question customers to uncover the problems they’re looking to solve and to help them derive immediate value from our software

• Manage a portfolio of mid-market and enterprise customers through the full customer lifecycle: onboarding, recurring check-ins and supporting expansion revenue targets

• Collaborate with Sales, Product, and Marketing teams to proactively identify opportunities for expansion, education, and engagement

• Identify product improvements that serve our customers’ needs and meet industry trends

About You:

• 5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer support, business development, sales, account management)

• 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 that our newest customers and users have a positive experience working with us—right away

• High conviction. When you're in, you're all in. You take pride in your work and are passionate about delivering your best

• Coachable. You have a can-do attitude and are known to excel under pressure

• Proven ability to effectively work remotely and excel in a remote work setting

• You consistently demonstrate excellence in your work, being dependable, hard-working, focused, determined, and accountable

Bonus Point:

• Experience working in UX research, design or related fields

Why You’ll Love Working Here:

• A culture of customer obsession and curiosity

• Opportunity to shape and scale a critical business function