Customer Success Manager - Bay Area

About unitQ

unitQ is a game-changing AI SaaS platform that empowers companies to build the world’s best products by leveraging real-time customer feedback to improve product quality and drive growth. unitQ’s leading AI technology aggregates customer feedback - in every language translated from public and private channels like surveys, reviews, support calls, product usage data, and more - to tell companies precisely what user friction, if fixed, will have the greatest impact. AI insights from unitQ drive higher conversion rates, better customer satisfaction, and more efficient use of engineering resources.

Our co-founders Christian Wiklund and Niklas Lindstrom have worked together for over a decade and successfully exited SKOUT, one of the first social networking dating apps with over 50 million installations globally. unitQ serves category-leading companies like Spotify, Bumble, Zendesk, PayPal, Uber, and more and is backed by leading investors including Accel, Gradient Ventures, and Zendesk Ventures. We are a group of smart, passionate leaders shaping the future of AI and are building a high-performing 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
• Will work in our Burlingame, CA office on Mondays, Wednesdays and Thursdays unless at in-person customer meetings

Benefits:

• Stock Options
• Flexible 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
• Equinox Gym Memberships - No Equinox near you? We offer a monthly stipend instead!
• Snacks and dog friendly office environment

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.

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