Customer Success Manager, Enterprise

2024 Summer product launch – Run highly effective product teams at scale
2024 Summer product launch – Run highly effective product teams at scale
2024 Summer product launch – Run highly effective product teams at scale
2024 Summer product launch – Run highly effective product teams at scale
2024 Summer product launch – Run highly effective product teams at scale
** We request that this professional be onsite at our office on 333 Bush Street, San Francisco, three days per week (Mon, Tue, and Thursday).  Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Customer Success Manager (CSM), Enterprise, responsible for managing a portfolio of our largest midmarket and Enterprise 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 outcomesYou will provide your customers best practices in how to connect the customer's value outcomes to ways in which the product can achieve themYou will develop new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocatesYou 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 appropriatelyYou 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 actionYou will lead customer success retrospectives, ensuring we demonstrate the value productboard has been able to provide and seek validation from key stakeholdersYou will offer strategies for successful change management for your customers to adopt the new habit of ProductboardYou will own a renewal target and forecast for your book of business, ensuring we've identified risk and put in place intervention strategies to mitigateDevelop an extensive working knowledge of productboard products, services, and best practices. Be the trusted partner for customers at scale on use-case and product functionalityIdentify opportunities to expand productboard's product and services footprint for the customer; collaborate with Sales to drive expanding revenue within customer baseAdvocate 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 requestsIdentify key changes in customers' business which impacts the delivery of Productboard's products and servicesAbout you At least 5-7 years in a customer success management role; including managing a book of business made of large Enterprise customers spanning multi-department implementationsExperience owning a renewal forecast Experience managing SaaS relationships with C-Suite stakeholdersExperience working with product management teams strongly preferredStrong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholdersProject and change management skills highly desirableOrganized with exceptional follow throughExperience with customer success platform software preferredWhat's in it for you?Be part of building the world's first and best Product Platform that fundamentally changes how our industry approaches the craft of Product Management.Your customers are going to be the best product teams and minds out there. You will have the opportunity to learn from and advance the work of the best of the best in your field.Be a part of a growing and innovative, mission-driven company, with the opportunity to shape the future of our product and customer experience, and to define an entire new market category.Collaborate with a talented and passionate team, dedicated to making products that matter, together.You can look forward to the following benefits:Competitive compensation, stock options, company 401kA budget for your professional development and ongoing learning1 Volunteer Day per year for you to help causes close to your heart8 weeks of Paternity leave and 12 weeks of Maternity leaveMental Wellness Program to support your well-being and self-careCompany contribution to gym and wellness membershipsCompany contribution and access to best-in-class health benefits and your own Soulmio membershipAbout ProductboardProductboard exists to help the best product minds out there make products that matter, together. We believe we all deserve to live in a world filled with extraordinary products - products that exceed our expectations in both functionality and delight.
That is why we made our purpose-built and customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, Salesforce, and Cartier, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.
With offices in San Francisco, Prague, Vancouver, London, Dublin, and Brno, 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.
We are very well funded and financially stable Series D company, with a validated product market fit and a massive future market opportunity.
Join at the golden startup age — established stability with large space for innovation and individual impactYou'll enjoy an exciting team atmosphere, building a whole new category of softwareYou can help change the way that products are built all over the worldWe iterate quickly and decisions are fast. You'll have a voice in what we do and see the impact of your workWe are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new marketsWe are recognized as a leading tech startup in our category, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on, and are regularly recognized for our company cultureAbout our cultureImagine working in a place where everything matters — most importantly, you. At Productboard, values aren't just something we like to talk about, they're something we live and breathe. We believe in creating a work environment where:
People feel empowered, supported, and includedTrust and transparency are built into the way we workCreativity, curiosity, and continuous improvement are encouraged and nurtured every dayForming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open communication, we don't waste time on politics or ego. We champion openness by sharing our goals, success, and failures.
Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product!
Equal Opportunity Employer StatementWe are an equal opportunity employer and champion equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.
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