Customer Success Manager, Productboard
Enterprise
+ Stock Options
More information about location
3 days a week in office
Product management platform
Posted today
Product management platform
201-500 employees
Posted today
+ 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
- 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
- S/he will be able to think strategically and execute tactically
- At least 5-7 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
What the job involves
- Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Customer Success Manager (CSM), Enterprise, responsible for managing a portfolio of our largest MidMarket 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
- 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
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 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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