Customer Success Coach

| San Francisco
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Customer Success Coach
Location:  San Francisco Bay Area or Vancouver Metro
Productboard is seeking a customer-focused, highly energetic, individual to join our team as a Customer Success Coach responsible for onboarding and enabling our large portfolio of customers. This role will act as an advisor for our Sales cohort of customers, and will have a variety of customer facing engagements to help our customers hurdle the challenges preventing them from getting maximum value from Productboard.  S/he will be able to think strategically and execute tactically. The ideal candidate will be experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.

As part of the Customer Experience team, the Customer Success Coach requires proven customer facing skills within a SaaS Customer Success, Training or Support team. This individual will work closely with our Customer Success Engagement & Education function to design and lead 1:1 and group user training sessions to make a direct impact on achieving Productboard's customer activation and retention targets. To that end, the Customer Success Coach must approach the customer experience as an ever-improving initiative.


THE ROLE

  • You will coach and onboard Productboard's SMB, Mid Market or Enterprise customers to ensure they understand how best to use Productboard effectively to meet their goals. 
  • You will undertake customer discovery to unearth customer objectives so that you can offer a tailored solution to achieve them with Productboard.
  • You will will lead regular group webinar trainings to your customers with Q&A to address use-case challenges and make relevant recommendations
  • Where needed, you may create content such as recorded videos and guides to educate your customers
  • You will monitor the health of your customers and intervene with proactive education when customers are not effectively using Productboard to achieve the value they expected
  • Working alongside our Customer Success Marketing Manager, you will test playbooks and new program ideas to drive customer retention upward in our SMB, Mid Market or Enterprise segment
  • Advocate for thecustomer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities and expansion opportunities
  • Possess a strong understanding of Productboard's product, a wide variety of use-cases as well as product management best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes

About you

  • At least 2 years in a customer relationship role;  either in Customer Success, Training or Customer Support
  • Experience working with SaaS / product management teams strongly preferred
  • Demonstrated skills in managing customer relationships for a managed services and / or SaaS organization
  • Understanding and passion of product management, agile and software development practices a major plus
  • A clear and concise communicator, confident and experienced in both 1:1 and group customer presentations
  • Demonstrated curiosity that drives you to seek understanding of customer needs and an ability to uncover insights into broader objectives. 
  • Highly motivated and team oriented
  • Organized with exceptional follow through
  • Understanding of product management and software tools, in particular Jira, a major plus

You can look forward to the following benefits:

 

💰Competitive compensation, Stock options, Company 401k 

📚A budget for your professional development and on-going learning 

🏝4 weeks of paid vacation and paid sick days

đź’› 1 Volunteer Day per year for you to help causes close to your heart

🍲 Lunch delivered to your home

🏋Company contribution to Gym & Wellness memberships 

đźš— Commuter benefits

🍹Team events, such as happy hours, off-sites, and retreats abroad 

❤️ Company contribution and access to best-in-class health benefits and your own headspace membership

 

About Productboard

Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. More than 5,400 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, 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 and are regularly recognized for our company culture

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, success, and failures. 


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

Check out our LinkedIn Life page, Instagram profile, and People of Productboard FB 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. It is our 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 upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other biascovered 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.


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612 Howard Street, San Francisco , CA 94105

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