Customer Success Manager, Scaled (Fully Remote)

Great Question; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote-first culture

Annual retreats

Equity

Job summary

Great Question is a remote-first SaaS company revolutionizing customer research platforms. We seek a Senior Customer Success leader to design scalable onboarding, drive adoption, and grow strategic initiatives across a broad customer base.

You will balance high-touch and scalable approaches, run webinars and office hours, and identify expansion opportunities while shaping product improvements based on customer feedback.

Qualifications

• 5+ years in customer-facing roles at a SaaS company; 8–10 years total professional experience.
• Proven experience implementing scaled customer success initiatives.
• Ability to simplify technical subjects and prioritize high-touch vs tech-touch approaches.
• Experience with UX research or design is a plus.

Responsibilities

• Design and execute scalable customer success programs, including onboarding, adoption, and growth initiatives.
• Balance 1:many strategies with strategic customer engagements, building webinars and office hours.
• Manage a large portfolio of customers across the lifecycle, identifying expansion opportunities and product improvements.

Skills

Customer success

SaaS experience

High-touch vs tech-touch

UX research (nice to have)

Job description

• Design and execute scalable customer success programs, including onboarding, adoption, and growth initiatives.
• Balance 1:many strategies with strategic customer engagements, building webinars and office hours.
• Manage a large portfolio of customers across the lifecycle, identifying expansion opportunities and product improvements.

About You:

• 5+ years in customer-facing roles at a SaaS company, with 8-10 years professional experience.
• Proven experience implementing scaled customer success initiatives.
• Ability to simplify technical subjects and prioritize high-touch vs. tech-touch approaches.
• Experience with UX research or design is a plus.

Why Join Great Question:

• Culture of customer obsession, curiosity, and high autonomy.
• Opportunity to shape and scale a critical business function.
• Remote-first culture with annual retreats, competitive compensation, and equity.

Great Question

Great Question is an all-in-one AI customer research platform that enables teams to recruit participants, run research, and share insights. Backed by world-class investors and trusted by companies like Gusto, Experian, Canva, and Brex, our remote-first culture is built on high trust, high agency, and high emotional intelligence.