Manager, Commercial Customer Success

Location: EMEA or Ireland

 

Productboard is seeking an experienced, operational, and data driven Customer Success leader to build and optimize mid-market customer experience.   

 

As the leader of these customer experiences, you will be responsible for creating a strategy to achieve high level business goals and customer outcomes.  You will do this by proactively identifying opportunity, creating a plan with clear goals, objectives, and executing in a customer-first and scalable manner.

 

In addition to building for our customer’s experience, you will be responsible for creating and maintaining high performing teams across multiple disciplines.  You need the ability to both inspire and motivate the team during challenging times, while driving clarity around goals and helping develop ways for the team to consistently deliver value to our customers. You will also need a strong track record operationalizing customer engagement strategies using data to drive actions and decisions.  

  

Let’s make products that matter, together.

On a typical day, you will … 

• Lead and coach a team of CSMs who onboard, coach and offer best practices to their customers
• Take full ownership of the success of the Commercial customer segment as it relates to successful customer adoption, value creation, gross and net retention
• Own and update a customer retention forecast, updating strategies and re-aligning resources as needed
• Create and test playbooks and initiatives, and measure results based on defined goals
• Measure the team’s performance and analyze the traits of your customers to identify areas that are working and those that need improvement
• Partner with CS leadership on the greater vision and strategy for the global team, proactively identifying areas for innovation and improvement to help drive significant and sustained growth
• Align with the company cross functionally with Sales, Product and Marketing to deliver an integrated customer experience from across their entire journey that optimizes successful customer activation, adoption, experience and growth

About you 

• At least 3 years in a Customer Success leadership role; including managing a team responsible for a high volume book of business
• Experience leading a cross functional team executing on multiple strategies to educate, retain and grow a large customer base
• Experience leading a program including a customer academy/university
• Exceptional leader of high integrity who can execute a vision for the group and plan, hire, lead, and inspire teams to achieve extraordinary results consistently quarter over quarter.
• Experienced leader who’s proven the ability to grow the careers and capabilities of those around them
• Highly analytical with a proven ability to run experiments and measure the impacts of your initiatives on key metrics such as activation, adoption and retention.
• Demonstrated success in owning a renewal forecast, reducing churn and downgrades
• Experience working with Product Management and Development tools a plus.
• Strong oral and written communication skills with the ability to conduct presentations in a large group

 

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

🍀 Mental Wellness Program to support your well-being and self-care

🏋 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 w