Senior Customer Success Manager, User Interviews
$105k
+ OTE (90/10 split) and Stock Options
User research and product testing services
Job no longer available
User research and product testing services
101-200 employees
Job no longer available
$105k
+ OTE (90/10 split) and Stock Options
101-200 employees
Company mission
To make user research and product tests effortless.
Role
Who you are
- Energized by meeting new people/forming new relationships
- 3-5+ years of SaaS Customer Success experience with at least 2 years supporting Enterprise clients
- 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!
What the job involves
- We’re looking to bring on an entrepreneurial, analytical, and relationship-obsessed Enterprise Customer Success Manager
- You’ll work with our Director of Customer Success to continue building systems that support our growing number of subscription customers
- You’ll help support the management of the enterprise segment of our relationships from onboarding through to renewal and beyond!
- As our subscription base and Customer Success team grows, we’ll continue segmenting CS so that we’re always providing the best, and most efficient, client experience possible
- 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 an gross retention rate for your book of business
- Create and identify qualified expansion opportunities for the sales team through deep relationships
- What Success Looks Like:
- 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
Our take
For a company to conduct a study around user research, it can take weeks or even months. The process of collecting user feedback is often long and arduous for many companies. User Interviews is a platform that recruits consumers who are keen to give feedback on products and ideas.
The company profiles the users in its network and match them with companies, making it easy for the client to engage with the most suitable product testers out there. The cofounders of User Interviews, Basel Fakhoury and Dennis Meng, came up with the idea following a failed project. Before deciding on their next product, they were carrying out product feedback sessions and quickly saw how difficult was to recruit and manage a large pool of testers.
To date, User Interviews has amassed some high profile clients included Amazon, Microsoft, Colgate, and Spotify. The company has experienced almost 150% percent annual growth since its conception.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Dec 2022
$27.5m
SERIES B
Mar 2021
$10m
SERIES A
Total funding: $43.5m
Company benefits
- Annual performance based bonus compensation
- Equity options
- 100% premium covered medical & dental employee coverage
- Annual membership to One Medical Group & Talkspace
- 4 weeks of PTO to start + accrue an additional day each year
- Unlimited wellness days. Sick? Doctors appointment? Mental health day? We’ve got you covered
- Flexible, paid parental leave
- 401k with $200/month employer contribution
- $250 office setup stipend (in addition to computer provided)
- $500 annual learning & development stipend
- $50/month work from home stipend
- Awards for 360-degree recognition, work anniversaries, & birthdays
- 1-2 team retreats per year (virtual and in-person options)
Company HQ
Park Slope, NY
Articles
Leadership
Basel Fakhoury
(Co-founder & CEO)After graduating from Harvard Law School, Basel worked at EvoApp and Altman Vilandrie & Company as an Analyst before co-founding MobileSuites. He used this startup experience to co-found User Interviews in August 2015, serving as CEO since.
Dennis Meng
(Co-founder)After graduating in Computer Sciences at Yale, Dennis worked at the strategy consulting firm Altman Vilandrie & Company as an Analyst. He then Co-founded MobileSuites, a room service app and acted as CEO for 2 years.
People progressing
Having spent over 10 years at Go Overseas, which he founded in 2011, Tucker joined User Interviews as Director of Customer Success in December 2019. He was promoted to VP of Revenue in January 2021.
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