Director of Customer Success

Great Question is on a mission to help businesses build better products by making customer research fast, easy, and scalable. We’re a Series A B2B SaaS company backed by top-tier investors and trusted by leading brands like Gusto, Miro, Brex, and Canva.

Our all-in-one research platform enables teams to recruit participants, run interviews and surveys, and analyze insights — all in one place. As we enter the era of AI, we’re pioneering automated qualitative analysis to help teams turn customer feedback into actionable insights faster than ever.

We’re a remote-first, customer-obsessed team committed to helping product teams deeply understand and serve their users. Learn more at greatquestion.co.

We’re looking for a North America-based Director of Customer Success to lead our post-sale strategy and execution — driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth.

Customer Success is a core pillar of our GTM strategy and essential to achieving our ARR goals. You’ll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR).

• Own ambitious Net Dollar Retention goals across all segments.

• Define and execute a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve).

• Be accountable for renewals, expansion, and churn.

• Identify and grow new revenue streams, including professional services.

• Build forecasting, pacing, and attribution models to track revenue impact.

• Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks.

• Identify success patterns among high-performing accounts and standardize those motions.

• Operationalize usage signals, customer health scores, and churn/risk alerts.

• Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy.

• Integrate CS into our PLG motion (e.g., in-app success triggers, lifecycle comms).

• Support adoption of usage-based pricing through training and enablement.

• Hire, coach, and manage a high-performing CS team.

• Define clear ownership across renewals, expansion, and product adoption.

• Launch scaled initiatives like champion programs and strategic customer visits.

• Drive performance through accountability, goal-setting, and feedback.

• Proven success leading CS teams in high-growth B2B SaaS environments, ideally having scaled from Series A to Series B/C and beyond

• Experience serving enterprise customers and ideally managing both enterprise and scaled CS motions.

• Demonstrated commercial acumen: achieved or exceeded quotas, driven upsells, opened new revenue streams.

• Systems thinker with strong process-building and performance tracking abilities.

• Empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance.

• Cross-functional collaborator who aligns CS tightly with GTM partners.

• Passionate about the opportunity around AI

• Achieving QoQ revenue targets

• Segmented NDR strategy implemented and tracking to 115%+.

• Expansion ownership between CS and Sales clearly defined and smoothly operating.

• Revenue attribution for CS is live, with CSMs confidently executing and hitting quota.

• Competitive salary and benefits package.

• Opportunity to work on challenging and impactful projects.

• Be part of a passionate and supportive team.  

• Make a real difference in the world of customer feedback.

We endeavor to deliver a great candidate experience, including notifications of your status in the hiring process throughout.

The hiring process includes the following steps and typically happens across 2-4 weeks from first interview:

1. Initial phone screens for shortlisted candidates.

2. Interview with Co-Founder & CEO, Ned Dwyer.

3. Cross-functional collaboration interview with our VP of Sales.

4. Collaboration interview with a member of Customer Success.

5. A take-home assignment and synchronous review.

6. Final leadership interview.

7. Reference checks with a past manager, and if relevant, a person you have managed.

Note - Each interview is sequential, so you’ll only move to the next round if you pass the previous one. After each interview, we’ll aim to notify you if you’re progressing within 3 days of your interview taking place.

If this sounds like the opportunity you’ve been waiting for, we’d love to hear from you! Please submit your resume, making sure it’s a concise representation of your previous work experience. 

Note, we will only ever contact you over email using a greatquestion.co email address.