Customer Success Executive

At Metaforms, we’re redefining how market research gets done.

Our AI platform empowers the world’s leading research agencies to scale 10x faster while maintaining quality. With AI Agents augmenting survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less effort.

• 📊 1,000+ surveys processed monthly

• 🌍 Serving Fortune 500 companies

• 📈 Experiencing rapid month-over-month growth

• 💰 Backed by $9M in Series A funding to aggressively scale
  

We’re hiring a Customer Success Executive to lead and scale our customer success efforts.

This role is central to ensuring our customers achieve measurable outcomes while realizing maximum value from Metaforms. You’ll drive adoption, retention, expansion, and delight — helping our customers scale their operations with AI.

If you’re a relationship builder who loves solving problems, driving value, and turning customers into long-term champions, this role is for you.

• Customer Usage: Design proactive systems to drive adoption across entire orgs.

• Expansion Revenue: Grow accounts by expanding AI Agent adoption.

• Time-to-Value: Shorten onboarding and training cycles for faster ROI.

• Customer Excitement: Build trust through empathy, responsiveness, and partnership.
  

• Develop and implement strategies to maximize customer satisfaction, retention, and expansion.

• Partner with customers to drive adoption and measurable outcomes across their organizations.

• Improve onboarding and training processes to reduce time-to-value.

• Build systems to monitor usage, health scores, and renewal risk.

• Collaborate with Sales and Product teams to identify upsell and cross-sell opportunities.

• Serve as the voice of the customer, influencing product roadmap and priorities.

• Maintain visibility into customer accounts through CRM and success platforms (e.g., Attio, HubSpot).
  

Core Skills

• Deep understanding of customer success principles and SaaS business models.

• Excellent communication, interpersonal, and presentation skills — confident working with senior stakeholders.

• Strong analytical and problem-solving skills; ability to use data to drive decisions and measure results.

• Experience working with CRM and customer success tools (Attio, HubSpot, etc.).

• Customer-first mindset with a passion for delivering exceptional experiences.

Bonus Points

• Experience working with Market Research agencies.

• Experience scaling Customer Success functions in high-growth SaaS companies.

• Knowledge of research operations automation and AI.
  

• Build at the frontier of AI-driven SaaS, shaping adoption in a traditionally non-software-native industry

• Work with a high-agency, motivated team across engineering, product, and design

• Thrive in a zero-bureaucracy culture that prioritizes speed, quality, and customer outcomes

• Be part of a Series A funded company ($10M+) scaling rapidly
  

• Full family health insurance

• $1,000 USD annual reimbursement for skill development

• Dedicated mentor/coach support

• Free lunch & dinner at the office

• Monthly food/snacks allowance
  

👉 Join Metaforms as the voice of the customer and help transform how global research agencies adopt and scale AI.