Seattle-based startup Usermind launched in order to help customer success teams improve the experience of their customers. By doing so, the company has been able to experience some success of its own.
On Tuesday, Usermind revealed that it raised $14 million in a funding round led by WestRiver Group, with participation from current investors Andreessen Horowitz and Menlo Ventures.
This funding will help the startup build off of some of the momentum it experienced in 2020. Last year, countless companies had to shift their businesses online in response to COVID-19. As a result, these businesses had to figure out how to keep customers engaged and happy while operating digitally, or risk losing them.
But keeping customers engaged is Usermind’s specialty. The company has created an experience orchestration platform that helps businesses monitor customers across all channels in real time, learn what shapes the customer’s experience and optimize efforts based on what’s most successful in creating positive customer outcomes.
“2020 was a challenging year requiring that we rethink our go-to-market strategy and plans as realities tied to the pandemic dramatically impacted by first slowing and then dramatically accelerating our market,” CEO Michel Feaster said in a statement. “Those essential pivots and continued investment in our people and technology enabled us to seize this remarkable opportunity as category leader of orchestration.”
To support this success, Usermind made several important hires in 2020. The company added senior director of customer success Bryant Hoopes and CMO Gary Davis. The two of them bring decades of experience from companies like Adobe, Intel and McAfee. In addition, the startup also hired a handful of backend, UX and data science engineers.
The company still has some job listings currently open, including ones for roles in finance, sales and customer success. Usermind is also looking to hire a VP of business development.