AI-Driven Customer Success Engineer

Product Makers; San Francisco (CA); Hybrid; USD 106,000 - 142,000; Full time

Benefits offered by this job

Competitive compensation

Stock options

Company 401k

Flexible PTO

Volunteer Day

Free snacks & catered lunches

Wellness program

Hybrid schedule

Job summary

Productboard is seeking an AI Customer Success Engineer to guide customers in adopting AI-first product management using Spark. You will manage your own book of business, lead activation sprints, and drive adoption from activation through renewal with product health data and usage metrics.

You’ll collaborate with product and engineering teams to translate customer needs into scalable AI-enabled solutions, coach customers on prompting techniques, and support AE-led reviews with value-driven

Qualifications

• Experience in customer success, solutions architecture, implementation consulting, or strategic advisory within B2B SaaS.
• Direct experience managing a portfolio of accounts across the post-sales lifecycle — activation, adoption, renewal support.
• Comfortable leading conversations with Director/VP-level product leaders; skilled in objection handling and solutioning.

Responsibilities

• Guide customers toward AI-first product management and demonstrate AI-augmented workflows.
• Manage a book of accounts; build trusted relationships and drive activation to sustained adoption.
• Deliver activation sprints within the standard playbook and escalate high-risk situations as needed.
• Coach users on effective prompting and Spark usage; reflect customer domain in Spark context.
• Support transition from activation to adoption with monthly touchpoints and meaningful usage signals.
• Collaborate with Account Executives and Renewals Managers on reviews and expansion signals.
• Contribute to internal improvements by sharing playbooks and solution patterns.
• Feedback customer patterns to Product and Enablement to steer platform direction.

Skills

Customer success

Solutions architecture

AI experience

Post-sales portfolio management

Executive communication

Prompt design / AI workflows

Tools

Jira

Slack

Salesforce

Productboard

Job description

Productboard is seeking an AI Customer Success Engineer to guide customers in adopting AI-first product management using Spark. You will manage your own book of business, lead activation sprints, and drive adoption from activation through renewal with product health data and usage metrics.

You’ll collaborate with product and engineering teams to translate customer needs into scalable AI-enabled solutions, coach customers on prompting techniques, and support AE-led reviews with value-driven