Scale Customer Success Manager

Summary

Join Productboard as a Scaled Customer Success Manager and work remotely in the USA, managing a large customer portfolio using a pooled Customer Success model. You will act as a trusted advisor, balancing individual and group interactions to help customers maximize Productboard's value. Leverage your customer-facing skills in SaaS Customer Success, account management, or support, collaborating with the Education team on impactful webinars. Effective communication is key to achieving customer activation and retention targets. This role requires a detail-oriented, strategic, and tactical approach within a fast-paced environment. Contribute to the success of our SMB customer segment by applying your passion for customer success and value-first strategies.

Requirements

• 2-3 years of Customer-facing experience (e.g. Customer Success, Training, Account Management, or Support)
• Thrive in a fast-paced environment, embracing change with a resourceful mindset
• A clear and concise communicator, confident and experienced in both 1:1 and group customer presentations
• Ruthless prioritisation and the ability to create and execute a strategy
• Ability to conform to shifting priorities, demands, and timelines
• Ability to work well independently and in a collaborative team environment
• Creative with an ability to problem solve and take a proactive approach to building a better way

Responsibilities

• Navigate and thrive in a dynamic, fast-paced environment, embracing change with a resourceful mindset
• Coach Productboard's customers using 1:1 and 1:many playbooks in the pooled Customer Success model
• Proactively educate customers who are not effectively using Productboard to achieve expected value
• Guide customers through onboarding and planning to achieve their outcomes with Productboard
• Undertake customer discovery to uncover objectives and offer solutions aligned with Productboard
• Conduct group webinar sessions for customers to address use-case challenges and provide recommendations
• Design campaigns to help customers meet goals in a low-touch pooled model
• Managing customer queries through daily ticket management on Zendesk
• Create customer education content where needed
• Test playbooks and new ideas to boost customer retention
• Represent the voice of the customer and influence the product development roadmap
• Partner with the renewal team to secure renewals
• Collaborate with Sales, Product, and other teams to retain customers, maximise accounts, and enhance the customer experience

Preferred Qualifications

A passion for product management, agile, and software development practices is a major plus

Benefits

• Competitive compensation, stock options, company 401k
• A budget for your professional development and ongoing learning
• Flexible PTO and 9 paid sick days
• Life insurance and disability coverage
• Carrot Fertility Benefits
• 1 Volunteer Day per year for you to help causes close to your heart
• 8 weeks of Paternity leave and 12 weeks of Maternity leave
• Mental Wellness Program to support your well-being and self-care
• Company contribution to gym and wellness memberships
• $100 per month commuter benefits
• Company contribution and access to best-in-class health benefits and your own Soulmio membership
• Hone – Live, interactive learning programs for managers, leaders, and teams