Mid-market Customer Success Manager

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 Square, Okra, Equinox, Zoom, Dropbox, Equifax, 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.

The Role

As a Mid-market 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 Small Business and Mid- Market Customers. You can dive deep into our product to provide insights and true benefits for our customers. You will be focused on delivering outstanding customer experiences at scale, resulting in high product engagement from the customer and high customer retention. You are collaborative and will act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing product strategy.

Responsibilities:

• Partner with other teams such as Sales, Implementation Consultant, and Customer Education post-sales to implement products and solutions
• Act as a business partner to our customers by learning their business model, then partnering with them to set outcomes and measure goals
• Manage product adoption, and ongoing engagement with our customers, ensuring they realize the full value of the Productiv platform
• Leverage client usage and industry metrics to obtain insights and best practices that drive customer engagement and product adoption
• Forecast churn risk and develop mitigation plans to minimize churn within your customer base

Requirements:

• 2+ years of experience managing a portfolio of B2B business, either in Customer Success, or Account Management role
• 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

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 paternity leave