Customer Success Manager (Remote, United States)

Job Description

About UneeQ

UneeQ is an artificial intelligence company, developing the most advanced autonomous digital human platform available for customer interactions and employee training.  Our mission is to deliver digital human experiences that reduce complexity, improve conversions, and create memorable customer and employee moments for enterprise brands. 

Working at the leading edge of technology, UneeQ is fast-paced and constantly evolving.  We are a remote-first workplace and have people located in New Zealand, the USA, Canada, Australia, and Portugal. 

We are deeply committed to living our values and fostering a culture and work practices where our people can do their best work, make an impact, and thrive.

About the role
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!

What you’ll be doing and key responsibilities

Your morning might start with strategy sessions with customers on their training rollouts, designing how their teams will practice high-stakes conversations and translating business goals into immersive learning experiences. From there, you could be inside the platform refining a customer scenario, testing a new feature from a real-world perspective, or preparing for an enterprise enablement session.

Mid-day often includes time with the Immersive Training Tiger Team, a tight-knit cross-functional crew, pressure testing scenarios, aligning on priorities, and sharing structured insights with Product, Engineering, and Marketing teammates about what is resonating across accounts. It is not just about relaying feedback. It is about spotting patterns, identifying opportunities, and helping turn insight into action.

By the afternoon, the focus may shift to synthesizing customer learnings and creating scalable impact, whether that is recording demos, building how-to guides, or capturing best practices that help customers unlock more value from the platform. In between, there is space for real-time troubleshooting, shaping use cases, and continuously refining the customer experience.

This is a hands-on role in an early-stage environment. We’re looking for someone who enjoys being directly involved in the work-building, testing, refining, and improving, not just designing strategy from a distance. If you’re motivated by impact, ownership, and shaping how Customer Success evolves as we scale, you’ll feel at home here.

Key areas you’ll own include

• 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.

You’ll know you’re doing a great job when we see

• 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.

What you’ll bring and who you are

• 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: 

• 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.
• Has a background in learning and development, training, sales enablement, or adjacent industries.
  
  

Also, you’ll bring:

• 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.

We’re proud to be an inclusive workplace that celebrates diverse backgrounds, perspectives, and experiences. If this role excites you, we’d love to hear from you - even if you don’t meet every single requirement.

Perks of joining UneeQ

• Join a global team with colleagues from around the world
• Participation in our Employee Share Options scheme, giving you a stake in UneeQ’s success
• 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
  

On top of that, you’ll get to work in an exciting emerging industry, creating world-leading AI solutions.

Our recruitment process

We like to keep things simple, transparent, and personal. Here’s what you can expect:

Intro chat
You’ll start with 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
Next, you’ll meet with a member of the team for a deeper, capability-based conversation about your experience, client approach, and how you work. We may also include a short practical exercise or scenario discussion to better understand how you think and communicate in real-life situations.

Hiring Manager conversation
After that, you’ll meet with the Hiring Manager to align on expectations, team goals, and how you’d contribute to our customer experience and growth.

Team & vibe check
You’ll meet a couple of people you’d work closely with to align on collaboration style, remote ways of working, and what day-to-day life at UneeQ looks like.

Final check-in
Finally, you’ll have a short conversation with a member of our Executive Team.

Offer & welcome aboard! 🎉