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Sr. Enterprise Customer Success Manager
2 months ago
About Us
Dragonboat is the #1 product operating platform for tech leaders and their teams to strategize, prioritize, deliver, and improve products that drive business results.
Dragonboat is a venture-backed, fast-growing SaaS startup making a splash in product management with a game-changing solution. We’re remote first company teams in Portugal and the US, supporting a diverse global customer base that includes mid-size startups, unicorns, and Global 1000 companies.
Our team shares a passion for building excellent products and delivering exceptional value to our customers. Join us in building a fantastic company together.
Job DescriptionWhat You'll Do
Manage all post-onboarding activities for Dragonboat’s mid-market and enterprise customers through strong relationship-building, product knowledge, planning, and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Demonstrate ability to understand the customers’ needs, develop and establish new business relationships, and provide thought leadership to influence and build trust at different customer levels, including senior/executive management,
Own and drive Enterprise revenue expansion by identifying product adoption and upsell opportunities throughout the customer lifecycle
Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess the impact of Dragonboat on team productivity
Devise action plans to improve retention with periodic “health checks” to optimize customers’ product usage
Work closely with Product, and Customer Support on the identification and tracking of product improvement requests, troubleshooting, and bugs
Become a passionate customer advocate and Dragonboat product expert to better serve our enterprise customers by adopting industry-leading Product Operating Model (POM) processes.
Who You Are
Bachelor’s degree is required
6+ years of customer advocacy and engagement experience in customer success, account management, or post-sales relationship management
4+ years in a B2B SaaS environment
3+ years of experience managing customer renewals and upsells for Fortune 1000 companies
Experience managing large enterprise accounts
Strong communication skills and technical aptitude
Familiarity with Salesforce, Zendesk, Jira, ADO, and other Software-as-a-Service
Excellent organization, project management, and time management skills
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Nice to haves:
Knowledge of product management, project management, and workflow tools (Atlassian suite, ProductBoard, Aha) and processes (Agile, Quarterly planning, Portfolio Management)
Product management, product operations, or Agile Practice Advisor experiences
Business analytics, Financial analysis
Additional Information
Perks
We love working at Dragonboat, and we think you will too You can expect the following:
Remote native company with flexible working hours
Base salary range: $100k-$150k depending on experience, + commission
Stock options
Health/dental/vision insurance
Annual company trip to a destination of the team's choice
401k matching program (US)
Meal Allowance Cards (Portugal)
All your information will be kept confidential according to EEO guidelines.
