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 experience. We are 100% focused on our customers and aim to create raving fans of unitQ. 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. We’re still a young team, so each member plays an integral role in building the foundation of our future customer success and support organization.

Role 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’s data across their teams
      • Deeply understand customers’ perception of ROI and actively communicate 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

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 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

Benefits:

    • 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
    • Weekly team lunches in office
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