Productboard is the product management system that helps organizations get the right products to market, faster. Designed on the Product Excellence Methodology, productboard aligns everyone on the right features to build next.
Over 2,500 modern product-led companies, like Microsoft, Zendesk, and UiPath use productboard to understand what users need, prioritize what to build next, and rally everyone around the roadmap.
With offices in San Francisco and Prague, productboard is backed by leading venture capitalists including Sequoia Capital, Bessemer Venture Partners, Kleiner Perkins, Index Ventures, and Credo Ventures.
As part of the Customer Experience integrated team, the Scale Customer Success Manager requires proven matrix-management skills and facilitation with other internal cross-functional groups.
This individual will work closely with Sales teams to make a direct impact on achieving productboard's financial targets.
To that end, the Scale Customer Success Manager must approach the customer experience as an ever-improving initiative. The ideal candidate will deliver new process efficiencies, services and increased revenue opportunities, and identify key drivers for driving customer loyalty and retention.
You will coach, onboard, launch and manage a book of business and monitor the customer health of those accounts.
You will find opportunities to implement 1 : many programs that can efficiently and effectively drive customer outcomes at scale
You will test playbooks and program ideas and track results based on defined customer goals
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
Successfully identify barriers to renewal and, at times, negotiate pricing details
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
Possess a strong understanding of productboard's product roadmap as well as industry trends and best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes
Identify key changes in customers’ business which impacts the delivery of productboard's products and services
Ensure customers are maximizing productboard's technology solutions and service offerings to maximize their own effectiveness and productivity;
Help customers understand gaps and the benefit of engaging fee-based resources to help further their businesses
We need an experienced, empathetic customer focused person with 2+ years in a customer relationship role.
Successful at managing a book of business made up of SMB and Midmarket customers
Experience working with SaaS / product management teams strongly preferred
Demonstrated skills in managing customer relationships for a managed services and / or SaaS organization
Strong oral and written communication skills with the ability to conduct presentations in a large group
Highly motivated and team oriented
Organized with exceptional follow through
Experience with salesforce.com and / or customer management analytics software preferred
4 year degree preferred
Competitive compensation, Stock options
A budget for your professional development and on-going learning
4 weeks of paid vacation and paid sick days
Company contribution to Gym & Wellness memberships
Team events, such as happy hours, off-sites, and retreats abroad
Company contribution and access to best-in-class health benefits and your own headspace membership