Product Success Lead, Authorium
$140-150k
+ Variable + Profit Share plan
Senior and Expert level
San Francisco Bay Area
Technology procurement platform for governments
Posted today
Technology procurement platform for governments
21-100 employees
B2BAnalyticsAutomationCloud ComputingNo-CodeProcurement
Posted today
$140-150k
+ Variable + Profit Share plan
Senior and Expert level
San Francisco Bay Area
21-100 employees
B2BAnalyticsAutomationCloud ComputingNo-CodeProcurement
Company mission
City Innovate's mission is to make technology a force for social good in government.
Role
Who you are
- Our ideal candidate has 5-10+ years of technical account management, product management, or product-focused customer enablement experience managing enterprise clients and a strong understanding of public sector clients and how to drive success of enterprise SaaS products
- Experience managing project timelines, cross-functional coordination, and customer communication during onboarding and offboarding processes is highly desirable
- We value candidates with an interest in establishing internal processes and best practices, and laying a foundation for best-in-class product adoption and value realization for our amazing customers
- 5+ years of technical account management, customer success management, or project management experience with a track record of building and nurturing relationships with multiple groups of stakeholders
- Successful track record collaborating with Product Management teams. Able to translate customer needs, advocate for strategic enhancements, and influence product roadmaps to increase the product’s value and stickiness within customer organizations
- Experience leading onboarding and offboarding processes for enterprise customers, ensuring structured and seamless transitions
- Strong project management skills with experience in cross-functional collaboration, milestone tracking, and process optimization
- Comfort with large data sets and ability to extract business insights from analysis
- Unrelenting customer focus, empathy, and proactivity in building relationships that drive results
- Excellent verbal and written communication skills, tailored to communicate at different levels of the organization
- Experience working in government or with public sector clients
- Exercises independent judgment and takes action on it. Is quick to take ownership and leadership in coordination with other stakeholders and colleagues
- Has a sense of urgency and finds the most efficient way to move forward on a given task or effort
- Displays excellent listening, interpersonal, written and oral communication skills
- Naturally curious, eager to learn and proactive in sharing knowledge with others
- Effectively prioritizes and executes tasks while under pressure
- Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
- Process-oriented with an automation/efficiency mindset
- Comfortable with ambiguity and working in a rapidly evolving startup environment
- Values the mission of Authorium. Shares a true desire to improve how government operates and delivers on its mission
What the job involves
- We are looking for an experienced Product Success Lead to provide proactive, high-touch, technical advising, product expertise, and enablement for our high-touch customers
- You will work closely with customer stakeholders to align their challenges and desired business outcomes with KPIs for continuously adopting our products and realizing value over time, setting them up for long-term success and growth with Authorium
- As a liaison between the Authorium Customer base and Product organization, you will drive product adoption and entrenchment of Authorium products across our customer base while advocating for the voice of the customer internally
- Additionally, you will be responsible for managing customer onboarding and offboarding processes, ensuring seamless transitions for customers as they adopt or transition away from the platform
- The Product Success Lead gives customers a direct relationship with a senior technical resource with an in-depth knowledge of the customer’s technical environment and product use case
- They can prevent issues before they arise with proactive planning and technical reviews as well as make strategic recommendations for how customers can extract more value from their product subscriptions
- In this role, you will support customers proactively with consultative and tailored enablement, building shared product adoption plans, ensuring customers have self-service and digital enablement and best practice resources, while collaborating with Support Engineering on proactive product risk mitigation
- You will also ensure alignment with project management resources during initial customer onboarding and new product adoption motions, ensuring all key milestones and customer requirements are met efficiently and effectively
- Reporting to the Director of Customer Strategy, you will be a critical member of our Revenue team
- Unrelenting focus on the user experience of our customers, including their daily engagement in the product, workflow, ideal user paths, and ability to identify points of friction in product adoption
- Take a consultative approach to developing product adoption targets for key metrics across the four key customer outcomes areas: Visibility, Efficiency, Compliance, and Effectiveness
- Meet with customers on a regular cadence to provide strategic recommendations and best practice guidance on Authorium products and the ideal user path for customers through their products given their desired outcomes
- Collaborate with Product, Sales, Customer Success, and Product Delivery teams to push enablement and best practices resources to nudge customers toward increased usage and high-value in-product actions
- Perform data analysis, monitoring, and reporting tracking Customer Success activities, highlighting key trends/insights and escalating issues as needed
- Leverage customer communities and community management to help with ticket deflection, peer-to-peer support, and a centralized location for customers to self-serve
- Develop and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to the value being added by our products. Internally, you will serve as an advocate for your customer and help shape the product roadmap to ensure that customer solutions are highly scalable, flexible, and easy to use
- Serve as a product expert on the Authorium platform, with the ability to demo on the fly, troubleshoot, and coach customers of varying technical ability on ideal usage
- Drive the continued refinement of customers’ platform configuration post-implementation, ensuring the value and functionality of new features is understood and adopted
- Work cross-departmentally as the customer’s champion within Authorium, driving company alignment and evolution of our product suite in support of the existing account base
- Advocate for customer needs by clearly defining business requirements and business value of product enhancements with the Product team
- Lead customer onboarding efforts, ensuring smooth and structured transitions onto the platform, including managing implementation timelines, training schedules, and customer readiness assessments
- Develop early warning systems for customers who show signs of risk, design playbooks to address risks in usage or engagement, and provide paths to escalation
- Build scoring thresholds for named accounts in Customer Health Dashboard based on your understanding of the customer’s anticipated and target product adoption and engagement goals. Test and iterate to continuously improve the measurement framework to continue learning from and refining our customer health metrics model
- Determine the leading indicators that point to growth in product usage and entrenchment. Identify the leading risks that correlate with customer health downturns and churn
- Deliver and communicate value realization and ROI for our customers throughout the customer lifecycle, being the trusted partner for the customer on use-case and product functionality
- Perform Executive Business Reviews with Customer Executives to drive business value realization and alignment
- Deliver onsite presentations including Executive Business Reviews, Roadmap Sessions, etc. to an executive audience to drive business value realization and alignment
- Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Authorium
- Identify and collaborate with members of the wider Revenue and Sales teams regarding expansion, upsell, and additional service/support opportunities within accounts
Our take
Although there is a clear correlation between technological innovation and the effectiveness of businesses in serving their clients, government as a whole has so far failed to adopt the same technologies to serve its citizens. Authorium, formerly City Innovate is a company facilitating the faster procurement of government-essential technologies at the federal, state and local levels, to help these institutions better serve the communities they are responsible for.
Authorium's no-code platform supplies visibility across digitization projects and streamlines the acquisition process from research to contracts and grants. By reducing the time taken to find and implement new technologies, governments using the company's platform can catch up with innovative trends, and use technology to the advantage of their residents. With strong funds at its back, Authorium is moving ahead with advancing its platform and growing operations towards making technology a force for social good.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
73% employee growth in 12 months
Company
Funding (2 rounds)
May 2023
$12m
SERIES A
Oct 2022
$9.2m
EARLY VC
Total funding: $21.2m
Company benefits
- A DIVERSE AND INCLUSIVE WORKPLACE: Women. Parents. Caretakers to the elderly. People of color. We pride ourselves on our diverse workforce.
- UNLIMITED PAID TIME OFF: We know work isn’t your whole life. Take the time you need when you need it. To take care of an ill child or other family member. Zipline through a tropical jungle. Or chill on the beach.
- MOST ROLES ARE REMOTE: We are a remote-first company with offices located in San Francisco, Sacramento, and – coming soon – New York. You can work where you like.
- $500 ALLOWANCE TO SET UP YOUR HOME OFFICE: Whether you live near an office or not, we want you to do your best work wherever you are.
- PAID COMPANY HEALTH CARE: Enjoy 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings (where allowed by law).
- LEARNING AND PROFESSIONAL DEVELOPMENT: Everyone has a different learning style. We recognize this with a flexible program that provides reimbursement for books, coursework, and conferences.
Company values
- Innovation is in our DNA: We are resilient, fast-moving, and precise when solving customer problems.
- Customer advocacy: We put the customer in the center of everything we do every day. If you have a problem, it becomes our problem.
- Leadership: We are committed to providing national leadership in government procurement, contracts, and grants. Are these functions glamorous? No. They are, however, the engine of the work government does.
- Giving back: Our mission is to make government more effective through technology. Effective government helps everyone.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Kamran Saddique
(Co-CEO)Former Investment Director at Tasweek. Has previously worked as VP of Private Equity at Convergence Capital, and as VP of Sales and Revenue at Media Plus.
Jay Nath
(Co-CEO)Previously CIO for the City and County of San Francisco. Was the VP of Product at SquareTrade.
Salary benchmarks
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