ProductPlan

Customer Success Manager

• Lead customer onboarding and implementation activities, including kickoff calls, configuration guidance, and milestone planning to ensure a smooth and successful launch
• Ensure a successful transition from onboarding to ongoing customer success ownership
• Build and nurture strong relationships with key customer stakeholders by serving as their primary contact, addressing their questions, concerns, and feedback
• Monitor customer usage and engagement to ensure they are leveraging the software to its fullest potential
• Identify and promote additional features or integrations that could enhance the customer's experience and achieve their business objectives
• Proactively manage customer accounts to anticipate and resolve potential issues before they escalate
• Develop strategies to improve customer retention and reduce churn by understanding and addressing customer pain points
• Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates
• Manage the renewal process for customer subscriptions, ensuring timely and successful renewals

Solutions Engineer

• Craft value-based presentations that address customer business problems and accelerate the adoption of the ProductPlan platform
• Participate in technical demonstrations and coordinate multiple technical resources
• Work with the Sales team to close new business by addressing prospects’ technical challenges
• Enable new Sales team members for success and transforming them into ProductPlan experts through training and support
• Collaborate with fellow team members as well as internal/external stakeholders to meet project milestones
• Own pre-sales technical support of prospects and partners from initial contact through product demonstration and close
• Gather and communicate customer and partner feedback to Product and Engineering teams to influence roadmap and usability improvements
• Collaborate with Marketing to support webinars, content development, and outbound messaging with solution-focused insights
• Develop and refine internal resources, demo environments, and best practices to ensure consistent, high-quality pre-sales experiences
• Own all security related items

Customer Success Manager

Senior Solutions Consultant