Customer Success Manager

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.

💡 What You’ll Do
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.

🤖 Responsibilities
• 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

🚀 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

🎯 Minimum Qualifications
• 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!

🤑 Compensation & Benefits
• Competitive pay of $110,000-132,000 OTE
• Stock options for every employee
• Comprehensive medical, dental, and vision insurance plans, including options with 100% employer-covered premiums for employees and 40% coverage for family plans
• Company-paid AD&D and life insurance
• Annual membership to One Medical Group & Talkspace
• 401k + employer contribution
• 4 weeks of PTO to start + accrue an additional day per year of employment
• Unlimited wellness days – Sick? Doctors appointment? Mental health day? We’ve got you covered.
• Flexible, paid parental leave
• $250 office setup budget
• $50/month work-from-home stipend
• $250 annual learning & development stipend
• Awards for 360-degree recognition, work anniversaries, & birthdays
• Annual company retreat