Full-Time

Director of Strategic Customer Success

Confirmed live in the last 24 hours

ProductBoard

ProductBoard

201-500 employees

Product management platform for tech companies

Consulting
Enterprise Software

Senior

San Francisco, CA, USA

Hybrid position requiring in-office presence on Monday, Tuesday, and Thursday.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Product Management
Requirements
  • At least 5 years in a Customer Success leadership role, with experience managing first and second-line managers
  • Experience leading an Enterprise B2B SaaS Customer Success team that works with complex engagements and organizations
  • Experience working in a PLG (Product Led Growth) organization, driving bottom-up success at scale is very advantageous
  • Strong focus on adoption and customer engagement to drive your team to directly provide best practices and consultative assistance
  • Well versed in working with senior customer executives
  • Highly collaborative, works well with those around them to build relationships, rapport and challenge the status quo when needed
  • Demonstrated success in owning customer health and the responsibility to maintain healthy customers as well as driving improvement when required
  • Demonstrated success in owning a renewal forecast, reducing churn and downgrades
  • Highly analytical with a proven ability to run experiments and measure the impacts of your initiatives on key metrics such as adoption, retention and expansion
  • Experience building programs to deliver consistent, highly consultative customer success strategies
  • A human first 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 build a strong team, and grow the careers and capabilities of those around them
  • Experience working with Product Management and Development tools a plus.
Responsibilities
  • Overarching responsibility for Productboard customer health and adoption of the Productboard suite of products
  • Act as the global lead across our Strategic Customer Success functions
  • Hire, coach, and support the growth of a team of Customer Success Managers and oversee the external Education team
  • Work collaboratively with each functional lead in our Growth and Strategic teams to optimize our success methodology while shaping the team’s practices to deliver optimal outcomes for the region
  • Work closely with our senior leadership team to ensure our approach to the entire customer lifecycle is optimized and integrated with Sales to drive customer adoption, retention, and growth
  • Own and update a customer retention forecast, updating strategies and re-aligning resources as needed
  • Build the regional hiring model and own resource allocation strategies to optimize for efficient growth
  • Create and test playbooks and program ideas, tracking results based on defined goals
  • Measure the team’s performance and analyze the results of your region to identify areas that are working and those that need improvement
  • Provide sponsorship and customer leadership to executive stakeholders at key customers
  • Regularly present regional performance and learnings to senior leadership
  • Find opportunities to implement 1:many programs that can efficiently and effectively drive customer outcomes at scale

Productboard offers a product management platform that helps companies improve their products by gathering customer feedback, prioritizing features, and aligning product roadmaps with business objectives. The cloud-based solution integrates with tools like Jira, Slack, and Intercom, allowing product teams to access real-time information and communicate effectively. Unlike its competitors, Productboard focuses on centralizing product management processes to enable data-driven decisions. The company's goal is to streamline product management, ensuring that teams can create products that better meet customer needs.

Company Stage

Series D

Total Funding

$250.7M

Headquarters

San Francisco, California

Founded

2014

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-10%

2 year growth

-27%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for customer-centric APIs aligns with Productboard's recent API release.
  • Partnership with Gainsight enhances customer insights through deeper platform integration.
  • AI integration in Productboard Pulse meets the trend of AI-driven product management.

What critics are saying

  • Emerging competitors like Cycle and Reveall increase market competition for Productboard.
  • Recent Jira integration issue highlights potential vulnerabilities in Productboard's integrations.
  • Dependency on third-party platforms like Gainsight may pose risks if partnerships change.

What makes ProductBoard unique

  • Productboard integrates with popular tools like Jira, Slack, and Intercom.
  • The platform offers a centralized solution for feedback collection and feature prioritization.
  • Productboard Pulse leverages AI to enhance customer feedback integration at scale.

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