Full-Time

Director of Strategic Customer Success

Updated on 12/3/2024

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 provides a product management platform that assists companies in developing better products. The platform allows product teams to collect customer feedback, prioritize features, and align their product roadmap with business goals. It primarily targets product managers and teams in tech companies, from startups to large enterprises. Productboard operates as a cloud-based software-as-a-service (SaaS) solution, integrating with tools like Jira, Slack, and Intercom for smooth communication and data sharing. This ensures that product teams have real-time access to essential information. The company follows a subscription-based business model, where clients pay a recurring fee based on user count and feature levels. By offering various pricing tiers, Productboard caters to different business needs. The main goal of Productboard is to streamline product management processes, enabling teams to make informed decisions and create products that better satisfy customer demands.

Company Stage

Series D

Total Funding

$250.7M

Headquarters

San Francisco, California

Founded

2014

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-14%

2 year growth

-27%
Simplify Jobs

Simplify's Take

What believers are saying

  • Productboard's recognition as a leader in the G2 Winter Grid for Product Management highlights its strong market position and credibility.
  • The introduction of Customer-Centric APIs demonstrates Productboard's commitment to innovation and enhancing user experience.
  • Partnerships with platforms like Gainsight can provide deeper insights into customer needs, further strengthening Productboard's value proposition.

What critics are saying

  • The competitive landscape in product management software is intensifying, with new entrants like Cycle and Reveall posing potential threats.
  • Issues like the recent Jira integration problem, if recurrent, could undermine client trust and platform reliability.

What makes ProductBoard unique

  • Productboard's seamless integration with popular tools like Jira, Slack, and Intercom sets it apart by ensuring real-time data synchronization and communication.
  • The platform's focus on customer feedback and feature prioritization allows product teams to make data-driven decisions, a critical advantage over competitors.
  • Productboard's subscription-based model with varied pricing tiers caters to different business needs, providing flexibility and scalability for clients.

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