Job Description
Customer Success Manager, Commercial
San Francisco
CSM, Commercial
Location: San Francisco Bay Area, United States (Remote)
Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Customer Success Manager (CSM), Commercial, responsible for managing a portfolio of our mid-market and SMB 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 outcomes
- You will provide your customers best practices in how to connect the customer’s value outcomes to ways in which the product can achieve them
- You will develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates
- You will work cross functionally with our Solutions Architects and Sales team to ensure we’re delivering a great experience to the customer and are leveraging resources appropriately
- You 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 action
- You will lead customer success retrospectives, ensuring we demonstrate the value productboard has been able to provide and seek validation from key stakeholders
- You will offer strategies for successful change management for your customers to adopt the new habit of Productboard
- You will own a renewal target and forecast for your book of business, ensuring we’ve identified risk and put in place intervention strategies to mitigate
- Develop an extensive working knowledge of productboard products, services, and best practices. Be the trusted partner for customers at scale on use-case and product functionality
- Identify opportunities to expand productboard’s product and services footprint for the customer; collaborate with Sales to drive expanding revenue within customer base
- 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
- Identify key changes in customers’ business which impacts the delivery of Productboard’s products and services
About you
- At least 2 years in a customer success management role; including managing a book of business
- Experience owning a renewal forecast
- Excellent customer discovery skills
- Experience managing SaaS relationships with C-Suite stakeholders
- Experience working with product management teams strongly preferred
- Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders
- Project and change management skills highly desirable
- Organized with exceptional follow through
- Experience with customer success platform software preferred