Manager, Strategic Customer Success

Location: Atlanta/East Coast, EMEA

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 drive customer engagement and outcomes through helping customers with product strategy and usage of Productboard to achieve business goals. 
• Create and test playbooks and initiatives, and measure results based on defined goals
• Responsible for ensuring successful QBR’s that are grounded in data, actionable insights, and meet customer needs and expectations.
• Metrics driven, responsible for reviewing and understanding CSM teams metrics, understanding data, trends and opportunities for improvement - Net Retention, Upgrades, Downgrades, Adoption
• Create and support positive and impactful relationships between sales and CS teams, where parties regularly review the customer experience, dissect and solve for internal friction points and review upcoming pipeline.
• Facilitates weekly team meetings and holds weekly 1:1’s with direct reports where the team is held accountable to execution of customer responsibilities and team performance.
• Measure the team’s performance and analyze the traits of your customers to identify areas that are working and those that need improvement, creating strategies to address areas of weakness.
• 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
• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Productboard. 
• Collaborate with cross functional teams to mitigate customer risk; help your team to secure necessary assistance and serve as customer escalation point of contact across Strategic CSM
• Owns upskilling across the CSM organization, understanding knowledge gaps across teams and identifies areas of opportunity for training and development. Partner closely with CS enablement to oversee topic sprint planning, lead by managers and provide feedback on CSM boot camp/new hire experience.
• Create an inclusive culture on their team through leading by example with being humble and open-minded,  and operating with high integrity by being open to feedback.

 

About you 

• 3-5 years in a Customer Success leadership/management role; including managing Fortune 1000 clients with complex workflows and configurations
• Experience leading a high-growth B2B SaaS companies in the size range of $100M+ in ARR, influencing  business transformation with their customers
• Experience developing partnerships with key executives at large companies
• Experience working with enterprise SaaS applications and Channel Partners who support large scale business processes, such as GSI’s and SI’s.
• Track record enabling teams with blueprinting strategies to understand organizational hierarchies and drive strong relationships across the organization
• Autonomous 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.
• Demonstrated success in owning a renewal forecast, reducing churn and downgrades
• Experience working with Product Management, an understanding of PDLC and Development tools a strong 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: