Customer Success Advocate

4 days ago

San Francisco, California, United States unitQ Monitor Full time
About unitQ Monitor

unitQ Monitor is a cutting-edge AI SaaS platform that empowers companies to build the world's best products by leveraging real-time customer feedback to improve product quality and drive growth. Our leading AI technology aggregates customer feedback - in every language translated from public and private channels like surveys, reviews, support calls, product usage data, and more - to tell companies precisely what user friction, if fixed, will have the greatest impact. AI insights from unitQ Monitor drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.

About the Opportunity

As the Customer Success Manager, you'll be the main point of contact for our rapidly growing customer base, ensuring customers are delighted with the entire unitQ Monitor experience. We are 100% focused on our customers and aim to create raving fans of unitQ Monitor. We're looking for people 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 in close conjunction 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 Monitor's data across their teams
  • Deeply understand customers' perception of ROI and actively communicate ROI of the unitQ Monitor 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
About You:
  • 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 Monitor 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
What We Offer:
  • Stock Options
  • Flexible 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
  • Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead
  • Snacks and dog friendly office environment

At unitQ Monitor, 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.

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