Sr. Enterprise Customer Success Manager

Company Description

About Us

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

Dragonboat is a venture-backed, fast-growing SaaS startup making a splash in product management with a game-changing solution. We’re remote first company 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

Perks

We love working at Dragonboat, and we think you will too! You can expect the following:

• Remote native company with flexible working hours
• Base salary range: $100k-$150k 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)
  
  

All your information will be kept confidential according to EEO guidelines.