dragonboat Inc.
Sr. Enterprise Customer Success Manager
dragonboat Inc., Santa Clara, California, us, 95053
Dragonboat is the #1 product operating platform for product leaders and their teams to strategize, prioritize, deliver, and improve products that accelerate business results.
Dragonboat is a mission-driven, venture-backed, fast-growing SaaS startup. Headquartered in the Silicon Valley, with a remote only 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 Description
What 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. Qualifications
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
We love working at Dragonboat, and we think you will too! You can expect the following: 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) All your information will be kept confidential according to EEO guidelines.
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What 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. Qualifications
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
We love working at Dragonboat, and we think you will too! You can expect the following: 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) All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr