Customer Success Manager

Productboard; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Success Manager to enhance customer relationships and maximize product value. In this role, you will manage a portfolio of strategic customers, focusing on understanding their needs and developing tailored success plans. You'll collaborate with various teams to ensure a seamless customer experience while leveraging data to drive value and growth. This position offers the opportunity to be a trusted partner for clients, advocating for their needs and ensuring they realize the full potential of the company's offerings. Join a forward-thinking team where your contributions will make a significant impact!

Qualifications

• 5+ years in customer success management with large enterprise accounts.
• Excellent skills in managing SaaS relationships and C-Suite stakeholders.

Responsibilities

• Own post-sale relationships, developing change plans for customer outcomes.
• Collaborate cross-functionally to ensure excellent customer experiences.

Skills

Customer Success Management

SaaS Relationship Management

Change Management

Communication Skills

Data Analysis

Project Management

Stakeholder Engagement

Education

Bachelor's Degree

Tools

Customer Success Platforms

Job description

Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Customer Success Manager (CSM). This role will manage a portfolio of our commercial and strategic customers, focusing on understanding their core value outcomes and developing strategic success plans to maximize their value from our products. The ideal candidate will be strategic, tactically execution-oriented, customer-focused, detail-oriented, articulate, and credible, capable of prescribing key strategies for successful organizational change.

On a typical day, you will...

• Own the post-sale relationship with customers, identifying their value outcomes and developing change plans to meet these outcomes.
• Provide best practices on connecting customer value outcomes with product capabilities.
• Develop and strengthen relationships across your customer accounts to foster partnerships and advocacy.
• Collaborate cross-functionally with Solutions Architects, Product Consultants, and Sales teams to ensure excellent customer experience and resource utilization.
• Use data to identify opportunities for increased value and craft compelling narratives to gain stakeholder buy-in.
• Lead customer success retrospectives to demonstrate product value and validate outcomes with stakeholders.
• Advise on change management strategies to facilitate adoption of Productboard.
• Manage renewal targets and forecasts, identifying risks and implementing mitigation strategies.
• Develop deep knowledge of Productboard’s products, services, and best practices, becoming a trusted partner for customers.
• Identify expansion opportunities and collaborate with Sales to drive revenue growth.
• Advocate for customers internally, providing updates on customer insights, risks, and strategic requests.
• Monitor changes in customer business environments affecting our products and services.
• Deeply understand and communicate the value realized by customers through our solutions.

About you

• At least 5 years in a customer success management role or equivalent, managing large enterprise accounts across multiple departments.
• Experience owning renewal forecasts.
• Excellent customer discovery skills and experience managing SaaS relationships with C-Suite stakeholders.
• Experience working with product management teams is preferred.
• Strong communication skills, capable of strategic presentations to executives.
• Proven project and change management abilities.
• Highly organized with exceptional follow-through.
• Experience with customer success platforms is preferred.
• Proven ability to work in large account teams and complex environments.
• Ability to craft compelling value narratives for expansion and renewal.
• Adaptable, quick decision-maker with limited information.
• Skilled at integrating software solutions into business processes for impact and stickiness.
• Experience collaborating with Engineering, Product, and Design teams.
• Ability to leverage data for business decisions.