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 Customer Success Manager to help our customers get the most out of our software.
What You’ll Do:
As a 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:
- Manage Customer Relationships: Directly oversee relationships with key customers, driving further adoption and identifying growth opportunities within your accounts.
- Product Expertise: Elevate your understanding of the Productiv platform, conducting trainings and addressing customer queries to boost adoption and utilization.
- Onboard New Customers: Collaborate with CS Ops and Sales teams to ensure effective onboarding of new customers, guaranteeing early and ongoing value from Productiv.
- Drive Renewals and Retention: Build strong customer bonds to secure renewals and expand usage over time, while also devising strategies to mitigate churn risks.
- Monitor Key Metrics: Keep a close watch on crucial health indicators like utilization and feature usage across your customer base to maintain and improve engagement.
- Generate Insights: Utilize customer data and industry benchmarks to extract insights that enhance customer engagement and product adoption.
- Refine Success Processes: Develop and refine customer success playbooks and strategies in collaboration with peers and sales teams to optimize Productiv’s adoption across your accounts.
Skills and Experience:
- Proven track record in a customer-facing role within a SaaS or software company.
- Strong communication skills with the ability to engage and influence senior executives.
- Deep product knowledge and the ability to keep up with industry and product updates.
- Analytical skills to forecast risk and identify opportunities within the book of business.
- 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.
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.
What We Do
Productiv is the only SaaS Management Platform built on SaaS Intelligence and designed to help CIOs run a fundamentally smarter business. Productiv’s SaaS Intelligence uses intelligent insights and machine learning to power proactive governance, increase operational velocity, and deliver personalized employee experiences.
