Director of Strategic Customer Success & Education

As the Director of Strategic Customer Success & Education at Productboard, your primary responsibilities include overseeing customer health, driving adoption of our product suite, and leading a team of Customer Success Managers. You’ll also collaborate with functional leaders to optimize success methodologies and ensure seamless integration of customer lifecycle processes with Sales to boost customer growth.

Candidates should have at least 5 years in a Customer Success leadership role, particularly in Enterprise B2B SaaS environments. Experience with PLG (Product Led Growth) organizations and a strong analytical background are favorable. Successful candidates will also possess exceptional leadership and mentoring skills to build and enhance their team's capabilities.

The Director of Strategic Customer Success & Education plays a critical role in Productboard's growth by developing strategies that enhance customer experiences, driving adoption, and reducing churn. This position involves creating innovative programs designed to deliver consistent success and ensuring that resources are allocated effectively, directly supporting the company's objectives.

At Productboard, the culture is built on empowerment, trust, and transparency. As a Director, you can expect an environment that encourages creativity and continuous improvement, fostering collaboration and inclusivity among all team members, aligning perfectly with our values.

Upon joining Productboard as the Director of Strategic Customer Success & Education, candidates can expect a comprehensive onboarding process that emphasizes values and company culture. This includes training sessions, mentorship from leadership, and a clear overview of goals and performance metrics to ensure a successful transition into the role.

In measuring customer success, I rely on a combination of quantitative metrics like Net Promoter Score (NPS), Customer Satisfaction Scores (CSAT), and churn rates, along with qualitative feedback from customers. This holistic approach provides insights into the health of customer relationships and areas for improvement.

I motivate my team by fostering a supportive environment that promotes open communication. Acknowledge challenges, celebrate small wins, and provide clear goals to keep the momentum going. I also ensure that my team feels valued by involving them in key decisions and seeking their input.

In a previous role, I identified low adoption rates for a new feature. I analyzed user engagement data and gathered feedback to create tailored training sessions for customers, highlighting best practices. This strategy led to a significant increase in adoption rates within just a few months.

I implement proactive engagement strategies, such as regular check-ins, personalized communication, and user education programs to ensure our customers see the value of our product. Additionally, I focus on building strong relationships with key stakeholders to understand their evolving needs.

Prioritization in a fast-paced environment involves assessing the urgency and importance of tasks. I rely on frameworks like the Eisenhower Matrix to categorize activities and ensure that I focus on what impacts customer success while maintaining alignment with organizational goals.

I have extensive experience collaborating with various departments, especially Sales and Product Management. I believe in regular sync-ups and maintaining open lines of communication to align objectives, which ultimately drives better customer outcomes and product enhancements.

I've successfully scaled customer success programs by developing standardized processes and playbooks that allow teams to work efficiently while still providing personalized support. This includes creating 1:many programs that can address common customer challenges at scale.

Handling underperforming team members involves a supportive approach. I start with a one-on-one conversation to identify obstacles, offer coaching, and set achievable goals. It's about understanding their needs and providing the right resources to help them succeed.

Essential tools for Customer Success management include CRM software for tracking interactions, customer feedback tools for gathering insights, and analytics platforms that measure operational performance. These tools help in making data-driven decisions to improve customer experiences.

I’m drawn to Productboard because of its commitment to customer-centric product management. I see a fantastic opportunity to leverage my experience to drive meaningful customer outcomes and help build a culture of success and empowerment within the team.