Customer Success Manager, User Interviews
$110-132k
OTE
+ Stock options
User research & product testing services
Be an early applicant
User research & product testing services
201-500 employees
Be an early applicant
$110-132k
OTE
+ Stock options
201-500 employees
Company mission
To make user research and product tests effortless.
Role
Who you are
- Energized by meeting new people/forming new relationships
- 4-6+ 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!
What the job involves
- The CS team at UI leads with curiosity and empathy with a goal to put people first in our interactions with clients and colleagues
- We are customer-obsessed, acting as 1) our client's partners/advisors in research and recruiting and 2) our clients’ trusted advocates to our internal teams
- As part of the research industry, we are continuously learning and growing best practices/research skills
- As a team, we work autonomously with our clients while supporting each other and collaborating daily to improve and grow as both individual contributors, a CS team, and a company
- We’re looking to bring on an entrepreneurial, analytical, and relationship-obsessed 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 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 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
Our take
The process of collecting user feedback can be long and arduous for many companies, often taking weeks or even months. User Interviews is a platform that recruits consumers who are keen to give feedback on products and ideas, streamlining this process.
The company profiles users in its network to match them with businesses, letting clients engage with the most suitable product testers. This approach has seen it secure some high profile clients including Amazon, Microsoft, Colgate, and Spotify.
User Interviews also boasts strong growth since its conception, as well as good funding at its back. As user feedback continues to be vital for businesses to stay competitive, the company has every oppotunity to continue this success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
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
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 & CPO)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.
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