[Hiring] Customer Success Manager @UneeQ

Role Description

This is a hands-on, customer-facing role for someone who loves building strong relationships, driving adoption, and helping customers get real outcomes from a new and evolving product. You’ll be a key part of the loop between customers and our internal teams - bringing customer needs and insights back to Product and Engineering in a clear, structured way, and helping shape how we build Customer Success as we grow.

We’re a remote-first company with a distributed team, so you’ll work autonomously day-to-day, stay closely connected through Slack, and collaborate regularly across functions (especially with Sales, Product, and Engineering). You’ll have plenty of ownership, variety, and opportunity to influence how we deliver customer value.

You’ll also get the chance to collaborate with some well-known, exciting customers who are using our tech in innovative ways. If you’re someone who enjoys variety, ownership, and impact - this role is for you!

Key Responsibilities

• Own relationships with enterprise customers, deeply understanding their goals, workflows, and success measures.
• Lead onboarding and enablement - running hands-on sessions that drive adoption and measurable value.
• Partner with customers to design effective use cases, build training scenarios in our Immersive Training Platform, and refine conversation prompts.
• Become a product expert and trusted advisor - sharing best practices, troubleshooting issues, and helping customers unblock quickly.
• Capture, synthesize, and share customer insights with Product and Engineering - representing the customer voice in roadmap discussions and working groups.
• Test new features and releases from a customer perspective, validating usability, performance, and real-world value.
• Play a key role in defining how Customer Success operates at UneeQ as we scale - designing playbooks, onboarding frameworks, documentation, and scalable engagement processes.
• Contribute to Customer Success tooling decisions and support implementation as tools are adopted.

Success Indicators

• Customers are successfully onboarded, engaged, and getting clear value from the product.
• Strong, trusted relationships with enterprise customers, reflected in positive feedback and ongoing engagement.
• Clear, actionable customer insights regularly influence product decisions and improvements.
• Smooth collaboration with Sales, Marketing, and Product, with the customer perspective well represented.
• Positive feedback from peers on effectiveness, ownership, and collaboration.
• Consistent achievement of defined KPIs aligned to customer outcomes, cross-functional impact, and overall business performance.

Qualifications

• Have around 4+ years of experience in a Customer Success, Solutions, or similar customer-facing role within a B2B SaaS environment.
• Have worked directly with enterprise customers, independently owning relationships and acting as a primary point of contact.
• Are comfortable leading customer conversations, workshops, and onboarding without heavy oversight.
• Are energized by meeting with customers and building trusted, long-term relationships.
• Are comfortable experimenting hands-on with modern AI tools, including prompting and conversational design concepts.
• Can translate customer needs into clear, structured insights for Product and GTM teams.
• Have experience working with software products and are familiar with enterprise software development lifecycle.
• Are proactive and take ownership in a fast-moving, early-stage environment.

Bonus Qualifications

• Have worked at a startup and enjoy building structure where little exists.
• Have experience in technical customer success, solutions engineering, IT support, software testing, or product-adjacent roles.
• Have supported AI-powered, conversational, or learning technology products.
• Have worked across time zones with distributed teams.
• Have a background in learning and development, training, sales enablement, or adjacent industries.

Additional Skills

• Strong communication and analytical skills; able to turn complex feedback into clear product insights.
• Comfortable working closely with customers and internal teams.
• Organized, adaptable, and eager to contribute wherever needed to help the team succeed.
• Enthusiastic learner with an interest in conversational technology and product development.

Benefits

• Join a global team with colleagues from around the world.
• Annual learning allowance to support your professional growth.
• Health insurance coverage.
• Participation in our global annual Company Summit - yes, we fly in all our employees from around the world!
• Flexibility to work from other locations at times.
• Your choice of hardware: PC or Mac.
• Work in an exciting emerging industry, creating world-leading AI solutions.

Recruitment Process

• Intro chat: A short call with someone from our People Team to learn more about UneeQ, the CSM role, and to share a bit about yourself.
• Capability interview: A deeper, capability-based conversation about your experience, client approach, and how you work. May include a short practical exercise or scenario discussion.
• Hiring Manager conversation: Align on expectations, team goals, and how you’d contribute to our customer experience and growth.
• Team & vibe check: Meet a couple of people you’d work closely with to align on collaboration style and remote ways of working.
• Final check-in: A short conversation with a member of our Executive Team.
• Offer & welcome aboard! 🎉