Director of Strategic Customer Success & Education

Location: San Francisco - Hybrid (In office: M, T, TH)

Productboard is seeking an experienced, operational, and data-driven Customer Success leader to build and optimize customer experience.

As the leader of customer experiences, you will be responsible for creating a strategy to achieve high-level business goals and customer outcomes. You will do this by proactively identifying opportunities, creating a plan with clear goals, objectives, and executing in a customer-first and scalable manner.

In addition to building for our customer’s experience, you will be responsible for creating and maintaining high-performing teams across multiple disciplines. You need the ability to both inspire and motivate the team during challenging times while driving clarity around goals and helping develop ways for the team to consistently deliver value to our customers.

On a typical day, you will...

• 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

About you

• 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
• 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 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

What We’ll Offer:

At Productboard, we believe in providing you with a comprehensive compensation and benefits package that reflects our commitment to your well-being and professional growth. Here's what you can expect:

• Competitive base salary reflecting your role's value.
• Stock options for company success.
• Robust 401k for long-term financial health.
• Life insurance and disability coverage.
• Best-in-class health benefits with contributions, including a convenient One Medical Membership for quality healthcare.
• Subsidized gym and wellness memberships.
• Commuter benefits for convenience.
• Dedicated mental wellness programs and personal access to Soulmio for mindfulness.
• Generous paid time off: Flexible PTO + 9 sick days.
• 8 weeks of Paternity leave and 12 weeks of Maternity leave.
• Annual volunteer day for your chosen causes.
• Daily office lunches catering to your preferences.
• Professional development budget for growth.
• Regular team events to foster camaraderie.

About Productboard

Productboard is the customer-centric product management platform that helps organizations get the right products to market, faster. Over 5,500 companies, including Zoom, One Medical, Cartier, Microsoft, and Korn Ferry, use Productboard to understand what customers need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Brno, and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact.
• You’ll enjoy an exciting team atmosphere, building a whole new category of software.
• You can help change the way that products are built all over the world.
• We iterate quickly, and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets.
• We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on.

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, successes, and failures.

Join colleagues who are passionate about what they do. Team members who are invested in their work environment, and the future of Productboard. Help shape our company, culture, and product!

Check out our LinkedIn Life page, or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. We aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based on gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.