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Sr. Enterprise Customer Success Manager

dragonboat Inc.
Santa Clara, California, US
$100K-$130K a year
Full-time

Dragonboat is the #1 product operating platform for product leaders and their teams to strategize, prioritize, deliver, and improve products that accelerate business results.

If you think you are the right match for the following opportunity, apply after reading the complete description.

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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5 days ago
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