Customer Success Manager, Scaled - Great Question

About Great Question

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!

About the Role

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.

Key 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

Qualifications

• 5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer enablement, account management) with 8-10 years total 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
• Ability to simplify technical subjects into digestible, value-driven actions
• Experience maintaining valuable and outcome-based relationships with a diverse customer account portfolio
• Inquisitive mindset with a passion for asking the right questions to uncover insights that influence business decisions
• Customer-centric attitude focused on positive user onboarding and ongoing experience
• Proven ability to excel in a remote work setting with high dependability, focus, and accountability
• Experience working in UX research, design, or related fields is a plus

Why You’ll Love Working Here

• A culture of customer obsession and curiosity
• Opportunity to shape and scale a critical business function
• Remote-first culture with high trust and high autonomy
• Annual team retreats and virtual events
• Opportunity to work on cutting-edge AI integrations that matter
• Competitive compensation & equity
• Generous PTO, health benefits, and learning stipend