Senior Strategic Customer Success Manager

Productboard is seeking a Senior Strategic Customer Success Manager to join their team in NYC. This role involves managing a portfolio of the company's largest customers and developing strategic success plans to maximize the value they achieve. The ideal candidate should be customer-focused, detail-oriented, and able to think strategically and execute tactically. Responsibilities include owning the post-sale relationship, providing best practices, developing relationships, leveraging data, leading retrospectives, offering change management strategies, and owning renewal targets. The successful candidate should have at least 7+ years of experience in customer success management, excellent customer discovery skills, and experience working with C-Suite stakeholders.

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

Provide customers with best practices in connecting their value outcomes to ways in which the product can achieve them

Develop new and existing relationships with customers to strengthen partnerships and create advocates

Work cross-functionally with Solutions Architects, Product Excellence Consultant, and Sales team to deliver a great experience to the customer and leverage resources appropriately

Leverage data to identify opportunities for customers to increase the value they’re achieving from Productboard and present that data in a compelling narrative to gain buy-in for action

Lead customer success retrospectives to demonstrate the value Productboard has provided and seek validation from key stakeholders

Offer strategies for successful change management for customers to adopt the new habit of Productboard

Own a renewal target and forecast for the book of business, identifying risks and implementing intervention strategies to mitigate them

Develop an extensive working knowledge of Productboard products, services, and best practices to be a trusted partner for customers at scale

Identify opportunities to expand Productboard's product and services footprint for the customer and collaborate with Sales to drive expanding revenue within the customer base

Advocate for the customer by providing updates to internal cross-functional partners on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests

Identify key changes in customers’ business that impact the delivery of Productboard's products and services

• At least 7+ years in a customer success management role; including managing a book of business made of large Enterprise customers spanning multi-department implementations
• 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

• Joining an established Unicorn company with a valuation of $1.7B
• Exciting team atmosphere and the opportunity to build a whole new category of software
• Ability to change the way products are built worldwide
• Fast iteration and decision-making process with the ability to have a voice and see the impact of your work
• Backed by top Silicon Valley investors, providing access to capital, networks, mentors, and new markets
• Recognized as one of the hottest tech startups and named as one of the best startup employers by Forbes magazine and Business Insider
• Empowered, supported, and inclusive work environment
• Trust and transparency are built into the way of working
• Encouragement and nurturing of creativity, curiosity, and continuous improvement
• Openness and sharing of goals, success, and failures
• Opportunity to shape the company, culture, and product
• Equal opportunity employer championing equity and promoting diversity
• Inclusive hiring process with equal opportunity for all candidates
• Commitment to leading by example to drive societal change.