Director of Customer Success

🧩 Why Join Us
User Interviews is a fully remote team and always has been. We are proactive about staying connected to each other despite not sharing the same physical space. Remote culture is real and we care about it—a lot. We’re a team of doers. You’ll be fully supported by your manager and team, but there won’t be anyone peering over your shoulder. You’ll be expected and trusted to take ownership of your work, and to communicate clearly and transparently with your distributed teammates. On a related note, we’re very pro-feedback. From our users, of course. But also from each other. From individual contributors right up to the CEO, this is a team that is genuinely committed to continuous improvement.
🤠 About User Interviews

At User Interviews, we believe that the best companies in the world consistently deliver products and experiences that their customers love. We also believe that the only way to consistently build those products and experiences is to talk to your customers. Watch what they do. Understand why they do what they do. Figure out why they do things that seem irrational. And once you’ve done that once, do it again. Start having constant conversations. In short, make customers your #1 priority through user research. That’s why we exist. We help teams set up those conversations, that research, allowing them to discover and embrace user insights. We specialize in participant recruitment and management because you cannot do good research without good participants, no matter how good your other tools may be. We work with hundreds of companies every month, including user-centric organizations like Atlassian, Amazon, and Spotify.

🌟 Customer Success at User Interviews

A team of four supporting our 800+ subscription clients. From single person startups validating initial hypotheses, to the biggest companies in the world (Google, Microsoft, Atlassian) making feature decisions that will impact millions. 

💡 What you’ll do

We’re looking to bring on an entrepreneurial, analytical, and relationship-focused leader to scale the Customer Success team as its Director. You’ll manage the CSMs, and work with them to scale our systems, further segment our customers, and run experiments with the ultimate goal of increasing customer utilization and retention. You’ll report to the VP of Operations and Customer Success, and work closely with him to set goals, manage the team, grow relationships, and iterate on everything we do.   

🤖 Responsibilities 

- Become an expert on our drivers of engagement and retention, identify levers to improve them, and lead the team to consistently beat our quarterly retention goals

- Own our CS CRM (Vitally) & CS metrics

- Manage, mentor, and support our CSMs 

- Lead your team to develop and manage Success Plans that achieve measurable business outcomes for customers while accelerating the consumption of User Interviews’ technology and ensuring renewals

- Monitor the health and sentiment of your team’s assigned customers, and rally internal resources to sustain and improve

- Continually optimize touch points to segment and support our clients as efficiently as possible 

- Become a product expert able to troubleshoot and coach on complex use cases

- Develop long-term relationships with our most important customers

- Champion the needs of our customers, sharing key insights internally 

- Work with our post-sale commercial team (Customer Development) to target and support expansion opportunities

- Work across departments to provide a critical bridge between marketing, product, research, operations and our clients

🦖 Minimum Qualifications 

- 2+ years of managing a Customer Success team, ideally at a SaaS company

- 5+ years of Customer Success experience

- Experience with both high-touch and low-touch onboarding/activation 

- Structured problem solver that excels at using data to drive decision-making

- Entrepreneurial and self-motivated

- Organized and able to work on multiple things at once

- Thrives in ambiguous environments

- An excellent, articulate communicator (written and verbal)

- High degree of empathy and self-awareness

- Comfortable working with a product team to help prioritize features/roadmap

- Thinks companies should be obsessed with their customers!

- Excited about being remote 

➕ Bonus Points

- Experience with relevant software stack (Salesforce, Asana, Vitally, Mode) 

- Demonstrated experience building and leading high-performing teams

🤑 Benefits

- Competitive Base Salary of $135k+, plus bonus 

- Stock options for every employee

- 100% premium covered medical & dental employee coverage

- Annual membership to One Medical Group & Talkspace

- 401k + employer contribution

- 4 weeks of PTO to start + accrue an additional day each year

- Unlimited wellness days. Sick? Doctors appointment? Mental health day? We’ve got you covered.

- Flexible, paid parental leave

- $250 office setup budget

- $500 annual learning & development stipend

- $50/month Work From Home stipend

- Awards for 360-degree recognition, work anniversaries, & birthdays

- 1-2 team retreats per year (virtual and in-person options)

💚 We embrace what makes you, you!

We are committed to accessibility, equity, diversity, and inclusion. We build products for and welcome participants, researchers, and employees from a diverse set of backgrounds. These backgrounds include—but are not limited to—varied socioeconomic status, gender identity or expression, sexual orientation, religion, race, ethnicity, age, neurodivergence, disability, and citizenship. As we grow, we are aware that this work is continuous. We will not settle for how things are, but rather strive for how they could be.