San Francisco

Senior Manager, Customer Success, Scale

PRODUCTBOARD is seeking an experienced leader to lead our Scale programs to drive success for our quickly growing, longtail segment of SMB customers. As the leader of our Scale Programs, you’ll lead teams consisting of Scale CSMs and our Customer Education & Engagement function, who collectively have the goal of developing and implementing initiatives to drive adoption, retention and growth for thousands of our customers. 

Through various means of delivering customer value at scale, you’ll develop an efficient engine that impacts Productboard’s ability to further scale.  

You'll coach and develop a talented, high performing team, set goals, measure success and develop ways for the team to consistently deliver value to our customers.  As the owner of the Scale program, you will be a core member of the Senior Customer Success leadership team.

Let’s make products that matter, together.

On a typical day, you will … 

  • Lead and coach a team of Scale CSMs who onboard, coach and offer best practices to their customers
  • Lead a growing Customer Education & Engagement team to further build content and programs to educate our customers with best practices for Productboard and Product Management 
  • Further build our programs to create a World class tech touch program of engaging our customers programmatically 
  • Take full ownership of the success of the SMB customer segment as it relates to successful customer adoption, value creation, gross and net retention
  • Own and update a customer retention forecast, updating strategies and re-aligning resources as needed
  • Create and test playbooks and initiatives, and measure results based on defined goals
  • Measure the team’s performance and analyze the traits of your customers to identify areas that are working and those that need improvement
  • Partner with CS leadership on the greater vision and strategy for the global Scale team, proactively identifying areas for innovation and improvement to help drive significant and sustained growth
  • Align with the company cross functionally with Sales, Product and Marketing to deliver an integrated customer experience from across their entire journey that optimizes successful customer activation, adoption, experience and growth

About you 

  • At least 3 years in a Customer Success leadership role; including managing a team responsible for a high volume book of business consisting of thousands of customers
  • Experience leading a cross functional team executing on multiple strategies to educate, retain and grow a large customer base
  • Experience leading a program including a customer academy/university
  • Exceptional leader of high integrity who can execute a vision for the group and plan, hire, lead, and inspire teams to achieve extraordinary results consistently quarter over quarter.
  • Experienced leader who’s proven the ability to grow the careers and capabilities of those around them
  • Highly analytical with a proven ability to run experiments and measure the impacts of your initiatives on key metrics such as activation, adoption and retention.
  • Demonstrated success in owning a renewal forecast, reducing churn and downgrades
  • Experience working with Product Management and Development tools a plus.
  • Strong oral and written communication skills with the ability to conduct presentations in a large group

 

 

You can look forward to the following benefits:

💰Stock options

💻MacBook Pro + 34″ monitor

📚Budget for online courses, books, and conferences

🏝4 weeks of vacation and sick days🍲Free snacks, drinks, and catered lunches every day 

🍹Team events such as happy hours, off-sites, and retreats

⏱Flexible working hours and home office

About productboard 

Productboard is the product management system that helps organizations get the right products to market, faster. Designed using the Product Excellence Methodology, productboard aligns everyone on the right features to build next. 

Over 3,200 modern, product-led companies, including Microsoft, Zendesk, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. 

With offices in San Francisco and Prague, we are backed by leading venture capitalists including Sequoia Capital, Bessemer Venture Partners, Kleiner Perkins, Index Ventures, and Credo Ventures.

About our culture

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. Where trust and transparency are built into the way we work. And where creativity, curiosity, and continuous improvement are encouraged and nurtured every day. 

You can read more about our culture and company values here, get to know your future colleagues by listening to our people of productboard podcast, or check out our Instagram profile for more info about life at productboard.

🎢 Hiring Process

Interview Panel

 

Recruiter

TBD

   

Hiring Manager

John

   

Interviewers

Zach

Layla

Diana

Presentation?

     

Executive Review

     



 

You can look forward to the following benefits:

💰 Competitive compensation, stock options, company 401k 

📚 A budget for your professional development and ongoing learning 

🏝 4 weeks of paid vacation and paid sick days

💛 1 Volunteer Day per year for you to help causes close to your heart

🍲 Lunch delivered to your home

🏋 Company contribution to gym and wellness memberships 

🚗 Commuter benefits

🍹 Team events, such as happy hours, off-sites, and retreats abroad 

❤️ Company contribution and access to best-in-class health benefits and your own Headspace membership

 

 

About Productboard 

Productboard is the customer-centric product management platform that helps teams get the right products to market faster. Over 4,000 companies, including Microsoft, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. 

In April 2021, we closed our $72M Series-C round, backed by VC giants like Tiger Global Management, Index Ventures, Kleiner Perkins, Sequoia Capital, and Bessemer Venture Partners. Headquartered in San Francisco, we are a truly international company, with offices in Vancouver and Prague.

  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and markets
  • You’ll enjoy an exciting team atmosphere building a new and complex product
  • We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
  • With modern offices in San Francisco, Vancouver, and Prague, you can expect occasional travel across the Atlantic!

About our culture

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 

You can get to know your future colleagues by listening to our People of Productboard podcast, or check out our Instagram profile and People of Productboard FB page for more info about life at Productboard.

Equal Opportunity Employer Statement

 

We are an equal opportunity employer and champion of equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. 

 

As such, we do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis 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 us ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every human being matters. We are committed to leading by example to drive societal change. 

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