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. S/he will be able to think strategically and execute tactically. The ideal candidate will be customer-focused, detail oriented, articulate and credible with the ability to prescribe the key strategies of successful change within an organization.

On a typical day, you will...

• Own the post first sale relationship with a customer, ensuring we’ve identified the value outcomes the customer is looking to achieve and enabled a strategic change plan to ensure we’re meeting those outcomes
• You will provide your customers best practices in how to connect the customer’s value outcomes to ways in which the product can achieve them
• You will develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates
• You will work cross functionally with our Solutions Architects, Product Excellence Consultant and Sales team to ensure we’re delivering a great experience to the customer and are leveraging resources appropriately
• 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. 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
• 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
• 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

About you 

• 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 owning a renewal forecast 
• Excellent customer discovery skills
• Experience managing SaaS relationships C-Suite stakeholders
• Experience working with product management teams strongly preferred
• Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders
• Proven project and change management skills
• Organized with exceptional follow through
• Experience with customer success platform software preferred
• Proven experience working in large account team structures and with complex customer environments
• Proven ability to develop a value narrative for customer expansion & renewal
• Highly adaptable, can make decisions quickly with limited information
• Ability to weave a software solution into a business process for stickiness & impact
• Proven experience working with Engineering, Product & Design teams
• Proven ability to drive business decisions using data 

You can look forward to the following benefits:

• Stock options
• MacBook + 34″ monitor
• 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
• Carrot Fertility Benefits
• Free snacks, drinks, and yummy catered lunches
• MultiSport card to access sports facilities
• Flexible working hours and home office
• Parental benefits
• Language lessons
• Mental Wellness Program