Strategic Customer Success Manager, Productiv
Management platform for SaaS products
Job no longer available
Management platform for SaaS products
101-200 employees
Job no longer available
101-200 employees
Company mission
To unlock the power of data to drive productivity at work.
Role
Who you are
- Proven experience in a Customer Success, Account Management, or similar role, ideally within a SaaS or technology company
- Demonstrated success in driving customer retention and growth, with a track record of meeting or exceeding ARR targets
- Strong strategic thinking, problem-solving skills, and the ability to work independently and collaboratively in a fast-paced environment
- Excellent communication, interpersonal, and organizational skills
What the job involves
- We are looking for an experienced and passionate Strategic Customer Success Manager to protect and grow Annual Recurring Revenue (ARR) from Productiv’s customer base by fostering strong customer relationships, proactively driving adoption, and ensuring customers achieve maximum value from the Productiv platform
- 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 100% of 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
Our take
As more products move to a SaaS model, businesses are dealing with an increasingly large SaaS portfolio that can be troublesome to keep track of and ensure efficiency of use. With hundreds or even thousands of apps for a multitude of purposes, a spreadsheet won’t cut it if you’re looking for useful insights. This is where Productiv have found their market niche, by creating a platform for managing a SaaS portfolio of any size.
Other similar platforms are out there, such as Zylo and BetterCloud but what makes Productiv unique is its advanced data-driven analysis offering insights into the bigger picture, to identify usage patterns, streamline SaaS services by reducing redundant apps, and providing data needed to encourage use of services amongst employees.
Productiv has the backing of several investors, and its service is already being used by big name clients such as Fox, Glassdoor, Kayak, Uber and Zoom.
Freddie
Company Specialist
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2021
$45m
SERIES C
Oct 2019
$20m
SERIES B
Total funding: $73m
Company benefits
- 401K plan
- Health insurance 100% paid for workers and their families
- Generous vacation time and sick time
- Health insurance
Company values
- Stay human
- Plan to win big
- Deliver results
- Customer before team before self
- Do the right thing, even when it's hard
- Take ownership
Company HQ
University South, Palo Alto, CA
Articles
Leadership
Jody Shapiro
(CEO)Jody is an experienced product management and engineering management executive. Prior to Productiv, Jody worked for google as the lead for Google Analytics 360.
Munish Gandhi
(COO)Prior to founding Productiv, Munish Gandhi led Sales Operations for LinkedIn’s Sales Navigator business as the COO for the Americas, where he was responsible for scaling revenue growth.
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