Scale Customer Success Manager, Productboard
+ Stock Options
Product management platform
Posted today
Product management platform
201-500 employees
Posted today
+ Stock Options
201-500 employees
Company mission
To help companies across the globe build truly excellent products.
Role
Who you are
- We're looking for a detail-oriented, articulate individual with the ability to listen effectively, think strategically, and execute tactically in our fast-paced environment
- If you're passionate about customer success, value-first strategies, and thrive in a dynamic, fast-paced environment, we welcome you to join our team and contribute to the success of our SMB customer segment
- 2-3 years of Customer-facing experience (e.g. Customer Success, Training, Account Management, or Support)
- Thrive in a fast-paced environment, embracing change with a resourceful mindset
- A clear and concise communicator, confident and experienced in both 1:1 and group customer presentations
- Ruthless prioritisation and the ability to create and execute a strategy
- Ability to conform to shifting priorities, demands, and timelines
- Ability to work well independently and in a collaborative team environment
- Creative with an ability to problem solve and take a proactive approach to building a better way
- A passion for product management, agile, and software development practices is a major plus
What the job involves
- Join us at Productboard as a Scaled Customer Success Manager, where you'll work with a large portfolio of customers using our pooled Customer Success model
- You'll need to be agile, resourceful, and experienced in balancing 1:1 and 1:many playbooks while acting as a trusted advisor
- Your main responsibility will be to help our customers derive maximum value from Productboard through customer-facing interactions
- As a key member of our Customer Success team, you will leverage your proven customer-facing skills within a SaaS Customer Success, account management, or support team
- You will work closely with our Education team to lead impactful webinars, which will directly contribute to achieving Productboard's customer activation and retention targets
- Effective communication is paramount in this role, and your contributions will have a lasting impact
- Navigate and thrive in a dynamic, fast-paced environment, embracing change with a resourceful mindset
- Coach Productboard's customers using 1:1 and 1:many playbooks in the pooled Customer Success model
- Proactively educate customers who are not effectively using Productboard to achieve expected value
- Guide customers through onboarding and planning to achieve their outcomes with Productboard
- Undertake customer discovery to uncover objectives and offer solutions aligned with Productboard
- Conduct group webinar sessions for customers to address use-case challenges and provide recommendations
- Design campaigns to help customers meet goals in a low-touch pooled model
- Managing customer queries through daily ticket management on Zendesk
- Create customer education content where needed
- Test playbooks and new ideas to boost customer retention
- Represent the voice of the customer and influence the product development roadmap
- Partner with the renewal team to secure renewals
- Collaborate with Sales, Product, and other teams to retain customers, maximise accounts, and enhance the customer experience
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
-19% employee growth in 12 months
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 HQ
Union Square, San Francisco, CA
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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