Sr. Enterprise Customer Success Manager

About Us

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.

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.

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

Perks

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-$140k 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.