Strategic Customer Success Manager
Productiv
Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, September 11, 2024
Productiv started with a vision to transform the way enterprises manage and optimize their software portfolios. With a focus on driving efficiency and transparency in IT, Procurement, and Finance departments, we're revolutionizing SaaS management. At Productiv, we believe in enabling companies to make data-driven decisions that propel growth and foster innovation.
Headquartered in Palo Alto, we are on the lookout for a proactive and thoughtful Strategic Customer Success Manager to foster strong customer relationships, driving adoption, and ensure our customers achieve maximum value from the Productiv platform.
What You’ll Do:
As a Strategic Customer Success Manager at Productiv, you will be a pivotal link between our customers and our platform. Your role is to ensure customers achieve their desired outcomes while maximizing their return on investment. You will be responsible for the entire customer lifecycle from onboarding through renewal, always striving to enhance customer satisfaction and retention.
Responsibilities:
- Customer Relationship Management: Build and maintain strong, long-lasting relationships with strategic customers, ensuring their success and satisfaction with the Productiv platform. Serve as a trusted advisor by deeply understanding their business goals and challenges.
- Drive Customer Adoption and Value Realization: Proactively engage with customers to drive adoption of the Productiv platform, focusing on high-value features and use cases. Ensure that customers are maximizing the value of the platform to achieve their desired outcomes.
- Retention and Growth: Achieve a Gross Retention Rate of 80% per period within your book of business, with a focus on strategic accounts. Identify opportunities for expansion and upselling within existing accounts to grow ARR.
- Customer Health Monitoring: Ensure that 80% of customers have a Health Score of “green” by monitoring adoption metrics, engagement levels, and overall satisfaction. Take corrective actions as needed to address any signs of potential churn.
- Onboarding and Education: Successfully onboard new customers within the first 30 days of their contract, providing comprehensive training and resources to ensure they are comfortable and confident using the Productiv platform.
- Product Advocacy and Usage: Provide ongoing education and best practices to drive usage of key features, including the connection of X connectors, managing over 50 active contracts in Productiv, and publishing at least 1 renewal workflow.
- Upsell and Expansion: Develop and execute strategies to graduate strategic customers to the Suite package, maximizing their use of Productiv’s full capabilities and increasing their overall spend
Skills and Experience:
- Proven experience in a Customer Success, Account Management, or similar role, ideally within a SaaS or technology company.
- Strong communication skills with the ability to engage and influence senior executives.
- Strong strategic thinking, problem-solving skills, and the ability to work independently and collaboratively in a fast-paced environment.
- Strong organizational skills to manage multiple accounts and projects with meticulous attention to detail.
- Resilient and adaptable, with a passion for learning new concepts and tackling complex problems.
- Demonstrated success in driving customer retention and growth, with a track record of meeting or exceeding ARR targets.
Benefits:
- Medical, dental, and vision insurance for you and your dependents
- A robust 401K plan to help you invest in your future.
- Complimentary lunches, as well as an array of snacks and beverages, to keep you energized throughout the day.
- Access to Modern Health for mental health resources and support.
- Monthly subsidies to cover your telecommunications needs and support your ongoing personal growth and wellness.
- For those who work on-site, an FSA Commuter/Parking Benefit to make your journey to and from work as smooth as possible.
- A family-first approach with 12 weeks of paternity leave and 18 weeks of maternity leave, ensuring you have the time you need with your new family members.
At Productiv, we deeply value the health and well-being of our team members and their families. That’s why we offer a comprehensive benefits package that not only creates an environment where you can excel at work—we’re ensuring you have the support you need to thrive in every area of your life.
If this role sounds like you, even if you do not match 100% of the requirements - please apply!
We are open to Remote candidates. As well as candidates who will work in a hybrid environment in Palo Alto, California with requirements to be in office on Tuesday and Thursday.
Productiv is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
