Customer Success Manager – SaaS AI Powered Qualitative Research / CX Platform

Up to $160k base (maybe some flex) + 20% OTE

This role requires someone to be based in or very near San Francisco as they will be opening up an office shortly

Company

This company has quickly carved out a niche as an AI-powered qualitative research platform.

Its primary value proposition is bridging the gap between the depth of manual interviews and the scale of traditional surveys.

When compared to its competitors—which range from specialized AI interview startups to legacy research agencies— their USPs generally fall into three categories:

• Speed and Scale- they can conduct 100s of AI interviews in the time their competitors take to do a few.
• Recruitment – they have millions of interviewees ready to go
• Dynamic AI chat – The AI asks follow up questions specific to the interviewees answer just like a human interview, its not just asking a list of questions

Exciting Bits

• This is a HYPER growth start up who have have tripled in the last few months and the revenue has exploded from six figures to multiple millions in less than a year
• They already work with enterprise clients like a Unilever or P&G selling them the need to have solution they want – the ability to go from slow manual market research to personalised mass AI research at a click of a button
• Backed by a very successful investment company – this company are going to be a massive success
• Their product is cheaper, faster and better than their nearest competitors and legacy companies – they’re a disrupter
• There are plenty tools to help support you
• They are going to proved very extensive training so you will be the product expert

The Role

• This is the type of CSM role where you own the client relationship and are the external consultant for that client, providing support, ideas and helping hand
• This is not focused on sales and expansion but more about the client relationship and then ultimately renewals
• Your role will entail onboarding, training, day2day management, usage adoption, QBRs and renewals
• You’ll be working with some of the largest and most exciting brands – great for your resume

The Requirements

• You must be a CSM at a SaaS marketing tech or market research platform and have been managing a multi-million book of enterprise business
• You’re doing the client onboarding, training, day2day management, usage adoption, QBRs and renewals
• Your clients have included large enterprise clients ideally in the consumer, FMCG, consumer tech, media and/or pharma verticals – each client paying over 100k annually
• Have longevity (2+ years) in most of your roles