AI Customer Success Architect

Productboard, Inc.; San Francisco (CA); Hybrid; USD 106,000 - 142,000; Full time

Benefits offered by this job

Stock options

401k

Flexible PTO

Hybrid schedule

Wellness program

Commuter benefits

catered lunches

Job summary

Productboard, Inc. is seeking an AI Customer Success Engineer in San Francisco to guide customers through Spark adoption, driving AI‑first product management across discovery, prioritization, and roadmap communication.

You will manage a book of business, lead activation sprints, and coach teams on AI workflows using customer data. You will partner with product and engineering, align with Account Executives, and push for durable adoption while shaping internal playbooks and solutions for scalable

Qualifications

• Experience in customer success, solutions architecture, implementation consulting, or strategic advisory roles in B2B SaaS.
• Direct experience managing accounts across activation, adoption, and renewal post‑sales lifecycle.
• Comfortable engaging with Director/VP‑level product leaders and handling objections.
• Strong product management knowledge including discovery methods, prioritization (RICE, Value vs Effort), OKRs, and roadmap communication.
• 1–2 years hands‑on AI experience in a professional context and ability to design AI workflows.
• Familiar with enterprise product management tools and integration ecosystems (Jira, Slack, Salesforce).
• Excellent customer-facing communication and relationship-building skills.
• Self-motivated and well-organized—able to manage a book of business independently.

Responsibilities

• Guide customers toward AI‑first product management and demonstrate AI‑augmented workflows with customer data.
• Manage a book of accounts and nurture relationships across activation to sustained adoption.
• Deliver activation sprints using established playbooks and templates.
• Build AI fluency and prompt engineering guidance for customers.
• Support transition from activation to adoption with structured touchpoints and signals.
• Partner with Account Executives and Renewals Managers on reviews and expansion signals.
• Share playbook improvements and document patterns for internal use.
• Provide customer insights to influence product direction and delivery model.

Skills

Customer success

Post-sales account management

Executive stakeholder communication

AI experience

Product management knowledge

Jira

Slack

Salesforce

Tools

Jira

Slack

Salesforce

Job description

Productboard, Inc. is seeking an AI Customer Success Engineer in San Francisco to guide customers through Spark adoption, driving AI‑first product management across discovery, prioritization, and roadmap communication.

You will manage a book of business, lead activation sprints, and coach teams on AI workflows using customer data. You will partner with product and engineering, align with Account Executives, and push for durable adoption while shaping internal playbooks and solutions for scalable