Scale Customer Success Manager

Location: Remote USA
Join us at Productboard as a Scaled Customer Success Manager, where you'll work with a large portfolio of customers using our pooled Customer Success model. You'll need to be agile, resourceful, and experienced in balancing 1:1 and 1:many playbooks while acting as a trusted advisor. Your main responsibility will be to help our customers derive maximum value from Productboard through customer-facing interactions. We're looking for a detail-oriented, articulate individual with the ability to listen effectively, think strategically, and execute tactically in our fast-paced environment.

As a key member of our Customer Success team, you will leverage your proven customer-facing skills within a SaaS Customer Success, account management, or support team. You will work closely with our Education team to lead impactful webinars, which will directly contribute to achieving Productboard's customer activation and retention targets. Effective communication is paramount in this role, and your contributions will have a lasting impact. If you're passionate about customer success, value-first strategies, and thrive in a dynamic, fast-paced environment, we welcome you to join our team and contribute to the success of our SMB customer segment.
During a typical week, you will … 

• 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.

About you:

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

• 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
• Commuter benefits ($100 per month)
• 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

Productboard is the customer-centric product management platform that helps organizations get the right products to market, faster. Over 5,500 companies, including Zoom, One Medical, Cartier, Microsoft, and Korn Ferry, use Productboard to understand what customers need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, 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.

• 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.
• You can help change the way that products are built all over the world.
• We iterate quickly, and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets.
• 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.

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:

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

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, successes, and failures.

Join colleagues who are passionate about what they do. Team members who are invested in their work environment, and the future of Productboard. Help shape our company, culture, and product!

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

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. We 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 on gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered 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.