Customer Success Manager
2 weeks ago
Senior Customer Success Manager, Enterprise
Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Senior Customer Success Manager (CSM), Strategic, responsible for managing a portfolio of our largest & most strategic 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. 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. Identify opportunities to expand productboard's product and services footprint 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
Deeply understand customers value realized & ability to craft compelling narratives on business outcomes realized with software
At least 7 years in a customer success management role or equivalent skills; including managing a book of business made of large Enterprise customers spanning multi-department implementations
Experience working with product management teams strongly preferred
Proven project and change management skills
Experience with customer success platform software preferred
Proven experience working in large account team structures and with complex customer environments
Ability to weave a software solution into a business process for stickiness & impact
Proven ability to drive business decisions using data
Budget for online courses, books, and conferences
~5 weeks of vacation + sick days
~1 Volunteer Day per year for you to help causes close to your heart
~ Mental Wellness Program to support your well-being and self-care
~ Pension Contribution
~ Illness Protection Productboard exists to help the best product minds out there make products that matter, together. That is why we made our purpose-built and customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, Salesforce, and Cartier, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. With offices in San Francisco, Prague, Vancouver, London, Dublin, and Brno, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures. You’ll enjoy an exciting team atmosphere, building a whole new category of software
~ You can help change the way that products are built all over the world
~ We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
~ We are recognized as a leading tech startup in our category, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on, and are regularly recognized for our company culture
People feel empowered, supported, and included
From profit-sharing initiatives, like stock options, to open communication, we don’t waste time on politics or ego. Help shape our company, culture, and product
It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters.
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