Customer Success Coach

<p><strong>Productboard</strong> is seeking a customer-focused, highly energetic, individual to join our team as a <strong>Customer Success Coach</strong> responsible for onboarding and enabling our large portfolio of SMB customers. This role will act as an advisor for our SMB cohort of customers, and will have a variety of customer facing engagements to help our customers hurdle the challenges preventing them from getting maximum value from Productboard.  S/he will be able to think strategically and execute tactically. The ideal candidate will be experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.</p> <p>As part of the Customer Experience team, the Customer Success Coach requires proven customer facing skills within a SaaS Customer Success, Training or Support team. This individual will work closely with our Customer Success Education function to design and lead 1:1 and group user training clinics to make a direct impact on achieving productboard's customer activation and retention targets.  To this end, the candidate must be an excellent communicator.</p> <h3><strong>On a typical day, you will...</strong></h3> <ul> <li>You will coach and onboard productboard’s SMB customers to ensure they understand how best to use Productboard effectively to meet their goals. </li> <li>You will undertake customer discovery to unearth customer objectives so that you can offer a tailored solution to achieve them with Productboard.</li> <li>You will will lead regular group webinar trainings for your customers with interactive Q&amp;A to address use-case challenges and make relevant recommendations</li> <li>Where needed, you may create content such as recorded videos and guides to educate your customers</li> <li>You will monitor the health of your customers and intervene with proactive education when customers are not effectively using productboard to achieve the value they expected</li> <li>Working alongside our Customer Success Education lead, you will test playbooks and new program ideas to drive customer adoption and retention upward in our SMB segment</li> <li>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 and expansion opportunities</li> <li>Possess a strong understanding of Productboard's product, a wide variety of use-cases as well as product management best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes</li> </ul> <h3><strong>About you </strong></h3> <ul> <li>2+ years in a customer relationship role;  either in Customer Success, Training, Account Management or Customer Support</li> <li>Experience working with SaaS / product management teams strongly preferred</li> <li>Demonstrated skills in managing customer relationships for a managed services and / or SaaS organization</li> <li>Understanding and passion of product management, agile and software development practices a major plus</li> <li>A clear and concise communicator, confident and experienced in both 1:1 and group customer presentations</li> <li>Demonstrated curiosity that drives you to seek understanding of customer needs and an ability to uncover insights into broader objectives. </li> <li>Highly motivated and team oriented</li> <li>Creative with an ability to problem solve and take a pro-active approach to building a better way </li> <li>Organized with excellent prioritization</li> <li>Understanding of product management and software tools, in particular Jira, a major plus</li> </ul> <h3><strong>You can look forward to the following benefits: </strong></h3> <p>💰 Stock options</p> <p>💻 MacBook + monitor </p> <p>📚 Budget for online courses, books, and conferences</p> <p>🏝 5 weeks of vacation + sick days</p> <p>❤️ 1 Volunteer Day per year for you to help causes close to your heart </p> <p>🍲 Free snacks, drinks, and yummy catered lunches every day</p> <p>💚 Shared Headspace account for mindfulness &amp; mental health </p> <p>🏋 MultiSport card to access sports facilities</p> <p>🍹 Team events, such as happy hours, off-sites, and retreats</p> <p>🍀 Mental Wellness Program to support your well-being and self-care</p> <p>⏱ Flexible working hours and home office</p> <p>🧒🏻 Parental benefits</p> <p>🎓 Language lessons</p> <p><strong>__________________</strong></p> <h3><strong>About Productboard</strong></h3> <p>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.</p> <p>With offices in San Francisco, Vancouver, Dublin, Brno and Prague, Productboard is backed by leadi