Full-Time

Customer Success Manager

Confirmed live in the last 24 hours

unitQ

51-200 employees

AI-powered user feedback analysis platform

AI & Machine Learning

Mid

Remote in UK

Required Skills

Sales

Communications

Requirements

At least three years in a customer-facing role
Program or project management experience ideally focused on onboarding or customer processes
Clear written and verbal communication skills
Customer empathy
Experience working for a high-growth stage startup

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 unitQ

We’re a game-changing SaaS platform that empowers companies to take charge of product quality and drive growth. By using our platform to listen to user feedback from both public and private channels, unitQ’s leading AI technology tells companies precisely what product quality fixes will have the highest impact. Insights from unitQ 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 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 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

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.

unitQ

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Website

View Company Profile

unitQ is an AI-powered platform that captures user feedback from various sources in real time, analyzing it in over 100 languages to provide actionable insights for product, engineering, and CX teams. The platform visualizes user feedback from sources such as app stores, social media, and more, enabling companies to make data-driven decisions and improve the quality of their products and services.

Company Stage

Series B

Total Funding

$41M

Headquarters

Burlingame, California

Founded

2018

Growth & Insights

Headcount

6 month growth

↓ -3%

1 year growth

↑ 4%

2 year growth

↑ 10%