UX Research Partner, Customer Success

About Great Question:

Great Question is the all-in-one customer research platform for understanding your customers. We empower teams to conduct interviews, surveys, and prototype tests; recruit your own customers and non-users for research; and use AI to analyze it all in one place. We're a well-funded startup backed by Y Combinator and Funders Club, working with some of the most innovative companies in the world like Gusto, Canva & Brex. We're post product-market-fit: the perfect time for an ambitious operator to join a fast-growth startup.  

About the Role:

We're looking for a unique individual with a combined research and research operations background to join our high-performing, fully-remote Customer Success team. This customer-facing role is pivotal in ensuring our customers not only adopt our platform but also excel in scaling and democratizing their research practices according to best practices. You will be responsible for training and onboarding customers on both our software and research strategy, documenting and sharing best practices, running pilot programs, and facilitating repeatable programs like researcher office hours that help our customers achieve their goals.

The ideal candidate will possess a diverse, credible UX research background, demonstrating a strong understanding of research methodologies, while also being process-driven and willing to tackle the necessary operational tasks.

As an early member of our Customer Success team (and the first in this specialization), you'll be a crucial asset in our journey. This role is open to anyone able to work in North American time zones, with priority given to candidates in our hiring hubs: San Francisco, Toronto, Raleigh and Denver/Boulder.  

Your Mission:

Empower our Enterprise customers to conduct impactful UX research safely, scalably, and consistently.  

The Opportunity:

• Act as a subject matter expert in UX research & research operations, guiding Enterprise customers in developing, implementing, and scaling their UX research methodologies, programs, and strategies.  

• Standardize and deliver 1-to-many and 1-to-1 product, strategy, and tactical training to our Enterprise customers, enabling them to effectively use Great Question to democratize UX research practices.  

• Experiment internally and with customers on program structures and content that help Enterprises successfully democratize UX research to their People Who Do Research (PWDR).  

• Assist our Customer Success Managers in onboarding their Enterprise customers by serving as a trusted advisor on UX research best practices.  

• Develop evergreen, scalable research enablement materials in collaboration with marketing, sales, product, and leadership to deliver research guidance at scale.  

About You:

• You possess 5+ years of experience in UX research, research operations, or research program management

• 3+ years of direct customer research or interaction, and a proven track record of developing and implementing successful UX research democratization and training programs at Enterprise-level organizations (1,000+ employees).  

• You have experience building functions or specializations from the ground up (e.g., startup environment, first research hire, new initiative development) and excel at simplifying complex technical information into actionable insights.  

• You cultivate strong relationships with diverse, executive-level stakeholders and are driven by curiosity, experimentation, and a passion for uncovering insights that influence business decisions.  

• You are customer-centric, prioritizing positive user experiences, and demonstrate high conviction and pride in delivering your best work.  

• You are coachable, thrive under pressure, and possess the ability to work effectively and independently in a remote setting.  

• You consistently demonstrate excellence through dependability, hard work, focus, determination, and accountability.  

Bonus Points:

• Experience having a direct impact on revenue goals and/or delivering paid programs.  

• Experience hiring and managing teams.  

Benefits:

• Competitive Salary + Equity

• Medical Insurance - Large Company Contribution

• Always Remote

• Education Stipend

• Flexible PTO and Holidays

• Offsites, Regular Team Events, Virtual Gatherings, and more

Hiring Process:

We endeavour 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 Hiring Manager

3. Walk through a training plan you have put together at a previous employer, or conduct a 30 minute training on how to run a research program.

4. Customer Success Deep Dive with Customer Success Manager

5. Leadership interview with Co-Founder & CTO PJ Murray

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

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.

How to Apply

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.

Where applicable in your resume, please include specific examples of AI systems you've built in JavaScript, with concrete metrics on their performance and impact. We're particularly interested in your experience evaluating and implementing different agentic frameworks.

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