Customer Success Manager
Palo Alto & San Francisco

Want to build a billion-dollar company from ground up? Want to accelerate your professional growth? Work with an extraordinary team ranging from new graduates to industry leaders? Want a result-oriented culture which values family, fun, diversity, and mutual respect as much as earning customer love and winning big? If so, here is an opportunity tailored for you.

What will you do?

We’re seeking a results-driven Customer Success Manager with start-up energy, an analytical mindset, and a strong work ethic. You will have the unique opportunity to build and own the customer experience at Productiv. You will work with all internal stakeholders in defining Customer Success processes, tools, and metrics and will be the internal champion for all our customers.

The ideal candidate is able to build successful long-term enterprise customer relationships. You take ownership, plan to win big, and deliver results while putting customers before the team before yourself. You know how to engage customers to unearth key customer needs and tailor our solution to the customer’s situation. You are data-driven and are able to dive deep into our product to provide business insights and true benefits for our customers. You possess a strong understanding of enterprise customer mindset, and are adept at managing multiple stakeholders. You have experience running managed trials/pilot programs and converting those to customer contracts that regularly renew.

You are collaborative and are able to motivate and activate the product development team and company leadership to drive customer outcomes. You are able to build detailed account plans and have a demonstrated ability to break down roadblocks and resolve obstacles. You are resilient in the face of challenges and seek to maintain partnership and alignment even when the going gets tough.

Responsibilities:

  • Prioritize the customer experience with a focus on customer happiness, retention, and growth

  • Own customer on-boarding, product adoption, and ongoing engagement with our customers, ensuring they realize the full value of the Productiv platform and reduce Time-To-Value (TTV)

  • Be a part of escalation resolution and drive success by reducing Time-To-Resolution (TTR) utilizing resources from across Sales, Engineering, Management, etc.

  • Define, evangelize, and manage the Customer Success process with the rest of the business as well as with customers

  • Implement and manage Customer Success tools and customer survey programs, including but not limited to NPS

  • Define, own, and deliver on metrics for TTV, TTR, escalation resolution, and churn risk identification

  • Be the “Voice of Customer” and provide ongoing internal feedback on how Productiv can better serve our customers

  • Demonstrate a thorough knowledge of the Productiv product and value proposition

  • Engage with the Sales team to drive pilot success

Qualifications:

  • BA/BS degree preferred

  • 4+ years of consultant, account management, customer success, or sales experience at an enterprise level in SaaS companies

  • Experience managing customer experience for higher ACV products and successfully growing that over time while maintaining high customer NPS scores

  • Ability to understand clients’ business goals, anticipate future needs, and develop solutions

  • Ability to develop relationships, optimize customer engagement, and evangelize product

  • Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Product Managers, Engineers, Sales)

  • Excellent commercial communication skills (written, oral, and presentation) – strong listener who makes people feel understood; can be inspiring and fun while being capable of flexing to different audiences

  • Collaborative team player who takes the lead in driving initiatives, working across teams (Product Management, Sales, Engineering) and structuring approaches to new opportunities

  • Has the ability to thrive in a fast paced, results-oriented environment, solve problems creatively, think on his/her feet and be comfortable in new situations working with multiple stakeholders.

 

Benefits:

  • Competitive salary and generous stock option plan

  • Medical, dental and vision insurance, 100% paid for you and your family

  • 401K plan

  • Generous vacation time and sick time

  • Catered lunches and open snack bar

  • Impact-first work environment (no politics, no pandering)

  • Game-changing company vision

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