Great Question (YC W21) Is Hiring a Director of Customer Success

Summary

About Great Question 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. About the Role 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). What You’ll Do 📍 Commercial Leadership 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. 🔁 Customer Lifecycle & Experience 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. 🤝 Cross-Functional Collaboration Partner with Sales, Product, Marketing, and Ops to build an aligned GTM stra...