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 …

• 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.
• Metrics driven, responsible for reviewing and understanding CSM teams metrics, understanding data, trends and opportunities for improvement - Net Retention, Upgrades, Downgrades, Adoption
• 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.
• 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.
• Responsible for ensuring successful QBR’s that are grounded in data, actionable insights, and meet customer needs and expectations.
• 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.
• 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
• 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
• 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.
• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Productboard.
• Create and test playbooks and initiatives, and measure results based on defined goals
• 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

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

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.

• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
• We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
• You can help change the way that products are built all over the world
• Join at the golden startup age — established stability of a Unicorn with space for individual impact
• You’ll enjoy an exciting team atmosphere, building a whole new category of software
• We are recognized as one of the hottest tech startups on the market today, 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 culture

About Our Culture

Imagine 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:

• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day
• Trust and transparency are built into the way we work
• People feel empowered, supported, and included

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and 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!

Check out our LinkedIn Life page , Instagram profile, and People of Productboard FB page or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Would you recommend working at Productboard as a great place to work? A simple question, but one that says it all. Are your employees satisfied and loyal? Are they promoters or detractors?

Asking this question to your employees you can find your net promoter score. Score around 30 is considered good and one above 50 is considered excellent. Companies like HubSpot who are heavily invested in company culture have an eNPS score of 83. At Productboard, we scored in our recent eNPS 93. And there are already 400 of us and we have offices all over the world.

Imagine how important the culture is to us when our eNPS is 93. How much leadership cares that we are happy and fully supported. Not only in the job but also in personal aspects of our lives.

Equal Opportunity Employer Statement

We 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 biascovered 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.