Sr. Customer Success Manager

Job Summary 
 
PRODUCTBOARD is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Customer Success Manager (CSM) responsible for strategically managing and expanding a portfolio of our highest revenue, most complex customers. This leader will have accountability for communicating regularly with customer executives to enhance satisfaction, defining and executing growth and retention strategies, conducting periodic performance and business reviews, setting and managing customer expectations. 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 instill confidence in customers’ most senior leaders. 
 
As part of the Customer Experience integrated team, the Customer Success Manager requires proven matrix-management skills and facilitation with other internal cross-functional groups. This individual will work closely with Sales teams to make a direct impact on achieving productboard's financial targets. To that end, the Customer Success Manager must approach the customer experience as an ever-improving initiative. The ideal candidate will deliver new process efficiencies, services and increased revenue opportunities, and identify key drivers for driving customer loyalty and retention. 
 
Essential Duties and Responsibilities 
  • Develop a trusted advisor relationship with customers’ executive sponsors and operational partners to prioritize attainment of mutual business goals and success criteria
  • Identify opportunities to expand productboard's product and services footprint for the customer; collaborate with Sales to drive expanding revenue within customer base
  • Successfully identify barriers to renewal and, at times, negotiate pricing details
  • Advocate 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 requests
  • Possess a strong understanding of productboard's product roadmap as well as industry trends and best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes
  • Identify key changes in customers’ business which impacts the delivery of productboard's products and services
  • Prepare and lead executive business reviews, proposing creative solutions that pro-actively address critical success issues
  • Ensure customers are maximizing productboard's technology solutions and service offerings to maximize their own effectiveness and productivity; Help customers understand gaps and the benefit of engaging fee-based resources to help further their businesses

Requirements 
  • At least 5 years customer relationship management experience; including managing a book of business made up of enterprise (complex) customers
  • Experience working with SaaS product development / product management teams strongly preferred
  • Strong management and business skills required, along with a proven multi-year track record in driving add-on business as an individual contributor
  • Demonstrated leadership in managing customer relationships for a managed services and / or SaaS organization
  • Proven effectiveness in influencing C-suite executives; desire and ability to negotiate and communicate with customers
  • Strong oral and written communication skills with the ability to conduct presentations in a large group
  • Highly motivated and team oriented
  • Organized with exceptional follow through
  • Experience with salesforce.com and/or customer management analytics software preferred
  • 4 year degree preferred
  • Ability to travel up to 40% 
 

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