Product Manager – Platform
Stampli
Job Level
Senior
About the role
- Own Net Dollar Retention (NDR) as the primary KPI by driving adoption, reducing churn, and supporting expansions
- Develop systems to track KPIs and focus on clear results and quantifiable metrics
- Lead, coach, and develop a 4-person CSM team (Europe + LATAM) to excel in mid-market account management and client success (ARR $50k-$200k)
- Foster a team culture of accountability, learning, and results-driven success
- Design, implement, and lead key initiatives to strengthen Customer Success performance
- Handle client escalations and manage a small portfolio of strategic accounts
- Collaborate closely with the Chief Customer Officer to align customer success strategy with company growth objectives
Requirements
- Proven experience as a Customer Success Team Lead/Manager in B2B SaaS, leading a distributed team
- Experience working with high-touch US-based clients ($50k–$200k ARR) as an IC, or managing a team of CSMs handling such accounts
- Ability to work between 10 am - 6 pm EST
- Native or near-native level command of English
- Hands-on approach: actively working with the team while also serving as an IC to some clients
- Strong leadership skills to develop and elevate the team’s performance
- Process-oriented mindset to design and implement scalable initiatives that drive customer success goals
- Analytical mindset to link team activities to measurable outcomes
- Excellent communication and stakeholder management skills
- Proactive and results-driven, with a focus on driving expansion and value realization
