ProductBoard – Director, Customer Success, Vancouver, Canada

Job Description

Productboard is seeking an experienced, operational, and data-driven leader to lead our Scale programs to drive success for our quickly growing, self-service segment of customers.  As the leader of our Scale Programs, you’ll lead a multi-disciplinary team consisting of Success Coaches, Onboarding Specialists, Renewals Managers, and our Customer Education team. Collectively, you’ll be creating the end-to-end customer experience for self-service customers with the goal of developing and implementing initiatives to drive adoption, retention, and growth for thousands of customers. 

Through various means of delivering customer value at scale, you’ll develop an efficient engine that impacts Productboard’s ability to further scale our customer base.

You’ll coach and develop a talented, high-performing team, set goals, measure success, and develop ways for the team to consistently deliver value to our customers.  As the owner of the Scale program, you will be a core member of the Senior Customer Success leadership team, responsible for the ARR of the self-service segment.

Let’s make products that matter, together.

On a typical day, you will … 

• Lead and coach a team of Coaches and Onboarding Specialists who onboard, coach and offer best practices to their customers
• Lead a growing Customer Education team to further build content and programs to educate our customers with best practices for Productboard and Product Management, spearheaded by our Productboard Academy
• Further, build our programs to create a World class tech touch program of engaging our customers programmatically 
• Take full ownership of the success of the self-service customer segment as it relates to successful customer adoption, value creation, gross and net retention
• Own and report on a customer retention forecast, updating strategies and re-aligning resources as needed to meet a commercial target for the team
• Create and test playbooks and initiatives, and measure results based on defined goals
• Analyze customer and team behavior to identify areas that are working and those that need improvement in driving business performance
• Partner with CS leadership on the greater vision and strategy for the global Scale team, proactively identifying areas for innovation and improvement to help drive significant and sustained growth
• Align with the company cross-functionally with Sales, Product, and Marketing to deliver an integrated customer experience from across their entire journey that optimizes successful customer activation, adoption, experience, and growth

About you 

• At least 5 years in a Customer Success leadership role responsible for a high volume book of business, consisting of thousands of customers
• Highly data-driven and analytical with a proven ability to leverage business intelligence and analytics tools to run experiments and measure the impacts of your initiatives on key metrics such as activation, adoption, and retention.
• Experience working in a Product Led Growth environment and working in a cross-discipline team executing multiple strategies to educate, retain and grow a large customer base across the customer lifecycle
• Demonstrated success in owning a commercial renewal forecast, reducing churn and downgrades
• Experience leading a program including a customer academy/university
• Exceptional 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 leaders who have proven the ability to grow the careers and capabilities of those around them
• Experienced working cross-functionally with Product, Marketing, and Sales to drive better customer outcomes
• Experience working with Product Management and Development tools is a plus.
• Strong oral and written communication skills with the ability to conduct presentations in a large group

You can look forward to the following benefits:

💰 Competitive compensation, stock options, company 401k 

📚 A budget for your professional development and ongoing learning 

🏝 4 weeks of paid vacation and paid sick days

💛 1 Volunteer Day per year for you to help causes close to your heart

🍀 Mental Wellness Program to support your well-being and self-care

🏋 Company contribution to gym and wellness memberships 

🚗 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 6,000 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.

Would you recommend working at Productboard as a great place to work? This a simple question, but one that says it all. Are your employees satisfied and loyal?  Are they promoters or detractors?
By asking this question to your employees you can find your net promoter score. A score of around 30 is considered good and one above 50 is considered excellent. Companies like HubSpot which are heavily invested in company culture have an NPS score of 83. At Productboard, we scored in our recent eNPS 93. And there are already 400 of us and we have offices all over the world.

Imagine how important culture is to us when our eNPS is 93. How much leadership cares that we are happy and fully supported. Not only in the job but also in personal aspects of our lives. 

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.