Productboard – Sr Analyst, Customer Success Operations & Strategy – San Francisco, USA

Job Description

Productboard is seeking a Sr. Analyst of Customer Success Operations & Strategy. This role supports the broader Customer Success, Services, and Support teams by enabling the department to run the business by the numbers. This role will be focused on dashboard design, monthly executive reporting, ad hoc analyses, and strategic problem-solving.

Role & Responsibilities:

• In partnership with analytics partners, responsible for defining CS KPIs and standing up performance trend dashboards, providing every leader with the data they need to run their teams effectively.
• Responsible for driving executive-level reporting cadences for the CS org, including Monthly Business Reviews, Board Meeting content preparation, etc.
• Responsible for driving actionable insights and business recommendations to the CS leadership team through ad hoc data analysis.
• Responsible for managing the strategic planning process for the CS org in close partnership with the SVP of Customer Success and Finance. Strategic planning includes productivity and efficiency analysis, coverage and capacity planning, and target setting.
• In partnership with Finance, responsible for setting and managing quotas for CS team members on variable compensation plans.
• Responsible for defining and launching processes that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers.
• Responsible for ongoing communication, enablement, and governance of processes that data reliability and efficiency across the CS organization, our customers, and our cross-functional partners (sales, product, marketing).

Required Qualifications:

• 2+ years in Customer Success Operations; 3+ years of collective experience in Operations, Finance, Consulting, or other relevant domain.
• Experience in a b2b SaaS organization
• Outstanding excel skills
• Proficient in building reports and dashboards in Salesforce.com
• Outstanding analytical, and problem-solving skills; ability to inspect a complex business problem, uncover the “story,” and translate it into actionable insights and recommendations
• Highly detail-oriented with demonstrated skills in project management
• Experience building executive-level presentations
• Strong oral and written communication skills with the ability to conduct presentations to a large group
• Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.
• Highly motivated, collaborative, and team-oriented
• Fluent English (company communication language)

Preferred Qualifications:

• Bachelor’s Degree
• Salesforce Administration
• Experience with CS systems (Gainsight, Totango, Churnzero, vitally, etc)
• SQL skills

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Salary Range:

Zone A: 

SF Bay: $119,000 – 179,000

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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? 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 around 30 is considered good and one above 50 is considered excellent. Companies like HubSpot which are heavily invested in company culture have an eNPS 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 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.