Director of Strategic Customer Success & Education, Productboard
+Stock options
More information about location
3 days a week in office
Product management platform
Open for applications
Product management platform
201-500 employees
Open for applications
+Stock options
More information about location
3 days a week in office
201-500 employees
Company mission
To help companies across the globe build truly excellent products.
Role
Who you are
- At least 5 years in a Customer Success leadership role, with experience managing first and second-line managers
- Experience leading an Enterprise B2B SaaS Customer Success team that works with complex engagements and organizations
- Experience working in a PLG (Product Led Growth) organization, driving bottom-up success at scale is very advantageous
- Strong focus on adoption and customer engagement to drive your team to directly provide best practices and consultative assistance
- Well versed in working with senior customer executives
- Highly collaborative, works well with those around them to build relationships, rapport and challenge the status quo when needed
- Demonstrated success in owning customer health and the responsibility to maintain healthy customers as well as driving improvement when required
- Demonstrated success in owning a renewal forecast, reducing churn and downgrades
- Highly analytical with a proven ability to run experiments and measure the impacts of your initiatives on key metrics such as adoption, retention and expansion
- Experience building programs to deliver consistent, highly consultative customer success strategies
- A human first leader of high integrity who can execute a vision for the group and plan, hire, lead, and inspire teams to achieve extraordinary results consistently quarter over quarter
- Experienced leader who’s proven the ability to build a strong team, and grow the careers and capabilities of those around them
- Experience working with Product Management and Development tools a plus
What the job involves
- Productboard is seeking an experienced, operational, and data-driven Customer Success leader to build and optimize customer experience
- As the leader of customer experiences, you will be responsible for creating a strategy to achieve high-level business goals and customer outcomes. You will do this by proactively identifying opportunities, creating a plan with clear goals, objectives, and executing in a customer-first and scalable manner
- In addition to building for our customer’s experience, you will be responsible for creating and maintaining high-performing teams across multiple disciplines. You need the ability to both inspire and motivate the team during challenging times while driving clarity around goals and helping develop ways for the team to consistently deliver value to our customers
- Overarching responsibility for Productboard customer health and adoption of the Productboard suite of products
- Act as the global lead across our Strategic Customer Success functions
- Hire, coach, and support the growth of a team of Customer Success Managers and oversee the external Education team
- Work collaboratively with each functional lead in our Growth and Strategic teams to optimize our success methodology while shaping the team’s practices to deliver optimal outcomes for the region
- Work closely with our senior leadership team to ensure our approach to the entire customer lifecycle is optimized and integrated with Sales to drive customer adoption, retention, and growth
- Own and update a customer retention forecast, updating strategies and re-aligning resources as needed
- Build the regional hiring model and own resource allocation strategies to optimize for efficient growth
- Create and test playbooks and program ideas, tracking results based on defined goals
- Measure the team’s performance and analyze the results of your region to identify areas that are working and those that need improvement
- Provide sponsorship and customer leadership to executive stakeholders at key customers
- Regularly present regional performance and learnings to senior leadership
- Find opportunities to implement 1:many programs that can efficiently and effectively drive customer outcomes at scale
Our take
Productboard is a product management system which plays a major role in helping businesses understand their market, letting them get the best products to market quickly. The platform is particularly focused on helping companies understand what customers require from them, enabling sound decisions to be made on what to prioritize.
The platform organizes project management with customer feedback as its primary guiding factor, helping businesses identify the most important trends based on demand. The scope of its offerings enables it to provide thousands of leading companies with the various tools they need to drive growth. It continues to add new capabilities to bring extra value to this customer base.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Feb 2022
$125m
SERIES D
Apr 2021
$72m
SERIES C
Total funding: $257.7m
Company benefits
- Competitive stock options
- Continuous professional growth
- Investment into your health & wellness
- Free food and catered lunches
- Pet-friendly offices
Company values
- We Seek Clarity - Just like the best product teams, we seek to clarify the objectives behind our work. Life is too short to work on things that don’t matter
- We Relentlessly Improve - We all share a drive to be the best at what we do. We learn from the best to hone our crafts and draw inspiration from unlikely places
- We Act With Empathy - Like the best product makers, we have deep empathy for our end users, as well as prospects, colleagues, and job candidates
- We Foster Transparency - We champion openness by sharing our goals, success, and failures. Everyone has timely access to important company news and business metrics
- We Work Together - We work as one big team on a common mission, leveraging the diverse perspectives and expertise of our colleagues, wherever in the world each of us may be
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Hubert Palan
(Co-Founder & CEO)Startup Mentor, Advisor and Angel Investor. Previously VP of Product Management at GoodData and Head of Product and Marketing at Maestro Market.
Daniel Hejl
(Co-Founder & CTO)Previously Senior Software Engineer at Trumaker, TopMonks and ICZ, as well as Software Engineer at Allianz Direct New Europe and Qbizm Technologies.
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