VP of Customer Success

at User Interviews

Remote, US

Why Join Us

User Interviews is a fully remote team (even in the before times). We are proactive about staying connected to one another 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, allowing them to discover and embrace user insights. We currently do that by making it fast and easy to talk to customers, or potential customers, to help with product, design, or marketing decisions. 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 five (soon to be six) 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. The team is poised to double in the next 12-18 months. 

What you’ll do

We’re looking to bring on an entrepreneurial, analytical, and relationship-focused leader to scale that team as its VP. 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 CEO, and work closely with them to set goals, manage the team, grow relationships, and iterate on everything we do. 

Responsibilities 

– Consistently beat our quarterly retention goals 

– Own our CS CRM & CS metrics: track, iterate on, summarize, visualize 

– Hire, mange, mentor, and support our CSMs 

– Develop long-term relationships with our most important customers

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

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

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

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

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

Minimum Qualifications 

– 5+ years of leading a Customer Success team at a SaaS company

– Management experience (ideally managing managers) 

– Experience scaling a team (we’re planning to double CS in the next 18 months) 

– Entrepreneurial, analytical, and a good communicator

– Experience creating processes

– Self-starter, able to work on multiple things at once

– Organized

– Excited about being remote 

– Can wrestle clarity from ambiguity 

– An excellent communicator (written and verbal) 

– Think companies should be obsessed with their customers!

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

Bonus Points

Bonus points for working with a product that is more “project based”.

Working at a company that is larger than ours now. 

Benefits

– Competitive Base Salary of $150k+

– Annual Performance Based 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)