Strategic Customer Success Manager

Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Strategic Customer Success Manager (CSM) responsible for managing a portfolio of our largest Mid Market and Enterprise customers. This role will have accountability for understanding the customer’s core value outcomes and developing a strategic success plan to help facilitate the change to maximize the value they achieve. S/he will be able to think strategically and execute tactically. The ideal candidate will be customer-focused, detail oriented, articulate and credible with the ability to prescribe the key strategies of successful change within an organization.

On a typical day, you will…

• Own the post first sale relationship with a customer, ensuring we’ve identified the value outcomes the customer is looking to achieve and enabled a strategic change plan to ensure we’re meeting those outcomes
• You will provide your customers best practices in how to connect the customer’s value outcomes to ways in which the product can achieve them
• You will develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates
• You will work cross functionally with our Solutions Architects, Product Excellence Consultant and Sales team to ensure we’re delivering a great experience to the customer and are leveraging resources appropriately
• You will leverage data to identify opportunities for your customers to increase the value they’re achieving from Productboard and put that data into a compelling narrative to gain buy-in for action
• You will lead customer success retrospectives, ensuring we demonstrate the value productboard has been able to provide and seek validation from key stakeholders
• You will offer strategies for successful change management for your customers to adopt the new habit of Productboard
• You will own a renewal target and forecast for your book of business, ensuring we’ve identified risk and put in place intervention strategies to mitigate
• Develop an extensive working knowledge of productboard products, services, and best practices. Be the trusted partner for customers at scale on use-case and product functionality
• Identify opportunities to expand productboard’s product and services footprint for the customer; collaborate with Sales to drive expanding revenue within customer base
• Advocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests
• Identify key changes in customers’ business which impacts the delivery of Productboard’s products and services

About you

• At least 7+ years in a customer success management role; including managing a book of business made of large Enterprise customers spanning multi-department implementations
• Experience owning a renewal forecast
• Excellent customer discovery skills
• Experience managing SaaS relationships with C-Suite stakeholders
• Experience working with product management teams strongly preferred
• Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders
• Project and change management skills highly desirable
• Organized with exceptional follow through
• Experience with customer success platform software preferred

You can look forward to the following benefits:

• 💰 Competitive compensation, stock options, company 401k
• 📚 A budget for your professional development and ongoing learning
• 🏝 4 weeks of paid vacation and paid sick days
• 💛 1 Volunteer Day per year for you to help causes close to your heart
• 🍲 Lunch delivered to your home
• 🍀 Mental Wellness Program to support your well-being and self-care
• 🏋 Company contribution to gym and wellness memberships
• 🚗 Commuter benefits
• 🍹 Team events, such as happy hours, off-sites, and retreats abroad
• ❤️ Company contribution and access to best-in-class health benefits and your own Headspace membership

Apply Here