Customer Success Operations Manager

Job Description

Productboard is seeking a Customer Operations Manager to support the Customer Success, Services and Support teams by building and maintaining processes and systems, providing reporting and analytics, facilitating internal enablement, and supporting inter-team collaboration and communication.  While this role currently does not directly manage people, it will be responsible for closely managing all operational aspects of the Customer Success Organization.

On a typical day, you will...

• CS Organization support:
• Create and maintain dashboards, views, and reports allowing insights to teams’ performance and impact against our objectives (EX: CS Scorecard)
• Design and launch processes, workflows, and automation that drive internal efficiencies, up-level effectiveness of Customer Success team and deliver greater value to our customers
• Support additional analytics needs such as the Success CSAT program, capacity planning, customer health, and management  
• Build reporting capabilities in collaboration with Data team 
• Processes & People support:
• Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing) 
• Analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership
• Collateral management for internal and customer-facing materials and programs 
• System support: 
• Build and operationalize customer journey map across all systems, automating wherever possible
• Maintain and optimize CS platforms and tools for efficiency and effectiveness
• Collaborate and leverage cross functional relationships to define requirements to design and implement solutions.
• Tech stack: Gainsight, Vitally, Salesforce, Looker, Notion, Zendesk, Slack, Productboard, Google Drive, Zapier

About you

• 6+ years in sales or success operations role  
• Outstanding problem-solving, strategic, and analytical skills combined with an excellent eye for process improvement toward clear business outcomes
• Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
• Highly motivated, team-oriented with strong collaboration skills
• Highly detailed, organized with exceptional follow-through
• Familiar with and competent execution in Salesforce administration  
• Experience with CS systems preferred (Gainsight, Totango, Churnzero, Vitally, etc) 
• Experience with SaaS oriented Customer success function as outlined above
• Experience with customer segmentation strategy, account assignments,  maintenance, delivery backlog, and data hygiene for customer health & revenue tracking
• Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
• Strong oral and written communication skills with the ability to conduct presentations to a large group in English
• University degree preferred

You can look forward to the following benefits:

💰 Competitive compensation, stock options, company 401k 

📚 A budget for your professional development and ongoing learning 

🏝 4 weeks of paid vacation and paid sick days

💛 1 Volunteer Day per year for you to help causes close to your heart

🏋 Company contribution to gym and wellness memberships 

🚗 Commuter benefits

🍹 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

About Productboard

Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, Brno and Prague, 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. 

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact
• You’ll enjoy an exciting team atmosphere, building a whole new category of software
• You can help change the way tha