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Customer Success Professional
2 months ago
We're a pioneering SaaS platform that empowers companies to take control of product quality and drive growth. By leveraging our platform to listen to user feedback from both public and private channels, our leading AI technology provides companies with precise insights on the product quality fixes that will have the highest impact. These insights drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.
World-class companies, including Pinterest, Spotify, and Chime, have adopted our solution; with a recent Series B led by Accel and our Series A led by Google, unitQ is in hyper-growth mode and looking to build a high-performing Success Team.
About the OpportunityAs a Customer Success Manager, you'll be the primary point of contact for our rapidly growing customer base, ensuring customers are delighted with the entire unitQ experience. We're 100% focused on our customers and aim to create raving fans of unitQ. We're looking for individuals with a high degree of customer empathy who can lead strategic customer conversations and drive processes for our onboarding and training programs.
Key Responsibilities:- Serve as the point of contact for customers and systematically track and address all customer questions and requests.
- Lead new customer onboardings, working closely with Sales and Operations teams.
- Drive improvements for the onboarding process to reduce the time to onboard and improve the customer experience.
- Proactively engage customers through regular touchpoints to deliver insights and help customers operationalize unitQ's data across their teams.
- Deeply understand customers' perception of ROI and actively communicate the ROI of the unitQ platform.
- Document and systematically track all activities for accounts and deliver feedback from customers to relevant internal teams.
- Track indicators of customer churn and drive contract renewals and upsell opportunities.
- At least three years in a customer-facing role.
- High-energy and passionate about making customers successful and helping them exceed their business goals.
- Program or project management experience, ideally focused on onboarding or customer processes.
- Clear written and verbal communication skills, along with the ability to craft compelling presentations for both technical and business audiences.
- Customer empathy to listen and understand the unique needs of customers.
- The utmost integrity in your customer interactions and collaboration with unitQ team members.
- Adaptability to try new ways of doing things with the ability to learn from failures and move on.
- Experience working for a high-growth stage startup.
- Will work in our Burlingame, CA office on Mondays, Wednesdays, and Thursdays, unless at in-person customer meetings.
- Flexible/unlimited Vacation Policy.
- Medical coverage through BlueShield and Kaiser.
- Dental and Vision coverage through Beam.
- 401(k) Plan.
- Life Insurance.
- FSA and Dependent Care FSA Plans.
- $50/month internet/cell phone/equipment reimbursement.
- Generous leave policies.
- Thrive Market - company-paid membership and $50/month stipend (for remote US employees only).
- Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead (In place of an Equinox membership, we can offer $100/month as a wellness benefit).
- Continuing education reimbursement.
- Stock Options.
- Snacks and dog-friendly office environment.
At unitQ, we believe that a diverse and inclusive team is key to building a great product. We celebrate the different cultures, perspectives, and experiences reflected across our team and will continue to build a diverse team as we grow.
Based in Burlingame, California, unitQ was founded by experienced entrepreneurs with the mission to help companies harness their customer feedback to monitor product quality. The small but growing team includes the co-founders of Skout, as well as former VMware engineers and designers. With their backgrounds in consumer software and experience in operating large-scale product deployments, they've designed unitQ Monitor to help companies stay on top of global trending product issues, improve their product experience, and align their organizations.
