Customer Success Manager, Scaled

Great Question
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 8-10 yearsSkills: ["Prioritization","Customer-centricity","Inquisitiveness","Communication","Accountability"]

Own onboarding and ongoing scaled customer engagements for a B2B SaaS AI customer research platform. Design and execute customer success initiatives that improve efficiency, adoption, and growth, balancing 1:many programs with higher-touch strategic engagements. Manage a portfolio of scaled and mid-market customers across the full lifecycle, identify product improvements from customer needs, and partner with Product, Marketing, and Sales on scaled enablement and engagement.

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Great Question
Great Question
1 day ago

Customer Success Manager, Scaled

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own onboarding and ongoing scaled customer engagements for a B2B SaaS AI customer research platform. Design and execute customer success initiatives that improve efficiency, adoption, and growth, balancing 1:many programs with higher-touch strategic engagements. Manage a portfolio of scaled and mid-market customers across the full lifecycle, identify product improvements from customer needs, and partner with Product, Marketing, and Sales on scaled enablement and engagement.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption, and growth.
  • •Balance a 1:many customer program model with strategic customer engagements.
  • •Build webinars, office hours, and other scalable customer-facing programs.
  • •Manage a large portfolio across the full customer lifecycle: onboarding, check-ins, and expansion support.
  • •Identify product improvements based on customer needs and industry trends, collaborating with Product, Marketing, and Sales on scaled enablement.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceLearning BudgetEquity

Key Requirements

  • •5+ years in a customer-facing role at a SaaS company (customer success, customer enablement, or account management).
  • •8-10 years professional experience.
  • •Proven experience implementing scaled customer success initiatives.
  • •Ability to prioritize human touch versus tech-touch/self-service programs.
  • •Experience maintaining outcome-based relationships across a diverse customer portfolio.
Experience:8-10 yearsB2B SaaSCustomer successCustomer research
Skills:PrioritizationCustomer-centricityInquisitivenessCommunicationAccountability

Company Brief

Great Question
Great Question offers an all‑in‑one UX research platform that streamlines participant recruitment, interviews, surveys, testing, AI‑assisted synthesis, and a centralized research repository for product, design, and research teams.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: Oakland, United States
Founded: 2021
Glassdoor
Glassdoor: 4.8
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