Strategic Customer Success Manager, Productboard
Product management platform
Job no longer available
Product management platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To help companies across the globe build truly excellent products.
Role
Who you are
- 3-5 years in a Customer Success leadership/management role; including managing Fortune 1000 clients with complex workflows and configurations
- Experience leading a high-growth B2B SaaS companies in the size range of $100M+ in ARR, influencing business transformation with their customers
- Experience developing partnerships with key executives at large companies
- Experience working with enterprise SaaS applications and Channel Partners who support large scale business processes, such as GSI’s and SI’s
- Track record enabling teams with blueprinting strategies to understand organizational hierarchies and drive strong relationships across the organization
- Autonomous 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
- Demonstrated success in owning a renewal forecast, reducing churn and downgrades
- Experience working with Product Management, an understanding of PDLC and Development tools a strong plus
- Strong oral and written communication skills with the ability to conduct presentations in a large group
What the job involves
- Lead and coach a team of CSMs who drive customer engagement and outcomes through helping customers with product strategy and usage of Productboard to achieve business goals
- Create and test playbooks and initiatives, and measure results based on defined goals
- Responsible for ensuring successful QBR’s that are grounded in data, actionable insights, and meet customer needs and expectations
- Metrics driven, responsible for reviewing and understanding CSM teams metrics, understanding data, trends and opportunities for improvement - Net Retention, Upgrades, Downgrades, Adoption
- Create and support positive and impactful relationships between sales and CS teams, where parties regularly review the customer experience, dissect and solve for internal friction points and review upcoming pipeline
- Facilitates weekly team meetings and holds weekly 1:1’s with direct reports where the team is held accountable to execution of customer responsibilities and team performance
- Measure the team’s performance and analyze the traits of your customers to identify areas that are working and those that need improvement, creating strategies to address areas of weakness
- Partner with CS leadership on the greater vision and strategy for the global team, proactively identifying areas for innovation and improvement to help drive significant and sustained growth
- Align with the company cross functionally with Sales, Product and Marketing to deliver an integrated customer experience from across their entire journey that optimizes successful customer activation, adoption, experience and growth
- Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Productboard
- Collaborate with cross functional teams to mitigate customer risk; help your team to secure necessary assistance and serve as customer escalation point of contact across Strategic CSM
- Owns upskilling across the CSM organization, understanding knowledge gaps across teams and identifies areas of opportunity for training and development. Partner closely with CS enablement to oversee topic sprint planning, lead by managers and provide feedback on CSM boot camp/new hire experience
- Create an inclusive culture on their team through leading by example with being humble and open-minded, and operating with high integrity by being open to feedback
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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