Customer Success and Product Manager

Summary

Join Triive, a B2B SaaS platform, as a Customer Success & Product Manager. This dual role blends customer satisfaction and product innovation, requiring strong customer engagement and strategic product thinking. You will build and maintain customer relationships, address their needs, and develop onboarding processes. Simultaneously, you will act as the voice of the customer in product development, conducting market research, translating feedback into actionable features, and managing the product roadmap. This is a full-time 1099 contract position ideal for someone comfortable in a fast-paced startup environment. The role is primarily remote with occasional in-person collaboration.

Requirements

• 3+ years in Customer Success, Product Management, or a related role in a SaaS environment
• Strong customer engagement and relationship management skills
• Excellent problem-solving, communication, and organizational abilities
• Familiarity with Agile methodologies and tools (e.g., Jira, Trello)
• Analytical mindset with experience using data to inform decisions
• Ability to thrive in a fast-paced startup environment, balancing multiple priorities
• Empathy for customers and a passion for solving their problems
• Entrepreneurial spirit and willingness to take ownership of initiatives
• Collaborative team player who values transparency and innovation

Responsibilities

• Build and maintain strong, long-lasting relationships with customers, ensuring their satisfaction and success with Triive
• Act as the primary point of contact for customers, addressing their questions, concerns, and feedback promptly and effectively
• Develop customer onboarding processes to ensure a seamless transition onto the platform
• Monitor customer health metrics, proactively identifying and addressing potential challenges to customer satisfaction and retention
• Collaborate with internal teams to escalate and resolve customer issues, ensuring timely follow-up and communication
• Collect, document, and analyze customer feedback to identify trends and opportunities for improvement
• Serve as the voice of the customer in product development discussions, ensuring customer needs and pain points are prioritized
• Conduct market research and user interviews to refine product-market fit and identify opportunities for innovation
• Translate customer feedback into actionable product features and improvements, writing user stories and working closely with the development team to implement them
• Create and manage a product roadmap aligned with company objectives and customer priorities
• Test new features with customers, gathering insights to guide iterations and improvements
• Track key product success metrics and provide regular updates to stakeholders on progress and impact

Preferred Qualifications

Experience in B2B or retail tech

Benefits

• Competitive compensation
• The opportunity to shape the trajectory of an early-stage startup
• A collaborative and supportive work environment
• A flexible work environment - this role is primarily remote, with an expectation of 1-2 in-person days per week for collaboration and team engagement
• Access to a network of industry experts and resources through our venture studio partners