Enterprise Customer Success Manager

The Company:

Productiv is creating a SaaS Intelligence movement, empowering IT teams to enhance their SaaS portfolios with unmatched insights. Founded in 2018 by leaders from Google, Amazon, and LinkedIn, we're a Series C startup that's defining a market while living our values: stay human, plan to win big, deliver results, take ownership, customers before team before self, and do the right thing, even when it's hard. And we're backed by Tier 1 investors including Access, Norwest, IVP, Okta, and Atlassian. CIOs at innovative companies like Okta, Equinix, Dropbox and Uber trust Productiv to optimize spend, speed operations, and drive engagement. Come explore the huge opportunities our tight-knit, collaborative teams are creating together.

Productiv is on a mission to align IT and business leaders to unlock the most value from their SaaS portfolio at scale. We are looking for someone customer-centric, data-focused, and passionate about building products users love. This is a career-changing opportunity, working with some of the best in the Valley to build a product that changes the way companies get value out of their SaaS products.

The Role

As an Enterprise Customer Success Manager, you will report to our Director of Customer Success. You will partner with our Sales team to ensure we are delivering customer value to our largest enterprise customers. You will build successful long-term enterprise customer relationships. You know how to engage customers to unearth customer needs and tailor our solution to their unique situation. You can dive deep into our product to provide insights and true benefits for our customers. You believe in collaboration and will be a voice of the customer to our teams to ensure customer ideas and feedback are part of our ongoing product strategy.

The US base salary range for this full-time position is $109,083-$145,444. Our base salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include commission/variable, equity, benefits, or discretionary bonus.

Responsibilities:

• Take a consultative approach to delivering ongoing product value, leveraging insights and best practices to allow our customers to transform their business processes around managing SaaS applications and continue to meet agreed success criteria
• Partner with other teams such as Sales, Implementation Consultant, and Product post-sales to implement products and solutions
• Manage product adoption, and ongoing engagement with our customers, ensuring they realize the full value of the Productiv platform
• Cross-sell new products to existing customers
• Proactively forecast churn risk & develop mitigation plans to minimize churn within your customer base
• Establish and manage the Customer Success process, partnering with various stakeholders

Requirements:

• 7+ years of experience in enterprise software, with at least 5 years of experience in a Customer Success or Consulting role, at a high-growth SaaS company
• Expertise managing customer experience for high ACV products, having success growing these accounts while maintaining a high NPS (net promoter score)
• Understand customer business goals, identify potential issues, and develop solutions that ensure customer happiness
• Ability to drive initiatives by collaboratively working across teams (Product Management, Sales, Engineering) and structuring approaches to new opportunities
• B.A./B.S. Degree
• This role is required to be in our Palo Alto, CA office 2 days a week at the minimum

If this role sounds like you, even if you do not match 100% of the requirements - please apply!

Our Benefits:

• Medical, dental and vision insurance, 100% paid for you and your family
• 401K plan
• Free lunches, snacks, and beverages in office
• 12 week maternity leave