Enterprise Customer Success Manager

1 week ago


Santa Clara, California, United States dragonboat Inc. Full time
About Us

Dragonboat is a leading product operating platform for product leaders and their teams to strategize, prioritize, deliver, and improve products that drive business results.

Job DescriptionKey Responsibilities
  • Manage post-onboarding activities for mid-market and enterprise customers through strong relationship-building, product knowledge, planning, and execution.
  • Maintain a deep understanding of the product and communicate its most relevant features and functionality to customers.
  • Develop and establish new business relationships, provide thought leadership, and influence trust at different customer levels.
  • Identify product adoption and upsell opportunities throughout the customer lifecycle.
  • Conduct Executive Business Reviews (EBRs) to assess progress, identify areas for improvement, and measure the impact of Dragonboat on team productivity.
  • Develop action plans to improve retention and optimize customers' product usage.
  • Collaborate with Product and Customer Support to identify and track product improvement requests, troubleshoot, and resolve bugs.
Qualifications
  • Bachelor's degree 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 with fresh ideas for 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 Have
  • 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.
Perks
  • Remote native - work from anywhere.
  • Base salary range: $100k-$130k 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).


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