Product Success Manager
The Product Success Manager (PSM) is a high-leverage, strategic role responsible for bridging the gap between BlueOptima's Product organization and its enterprise customers' technical users. Reporting to the VP of product, you will act as the custodian of product adoption and technical user-level retention for our portfolio of products. Your primary goal is to ensure technical users derive maximum, measurable value from BlueOptima, thereby mitigating churn risk and driving account stickiness.
A. Product Adoption & Retention Ownership (The Core Mandate)
- Product Health Ownership: Define, implement, and maintain the Product Health Score and User Adoption Index methodology to proactively identify at-risk enterprise accounts based on usage data.
- Retention Strategy: Co-own user adoption and stickiness metrics (e.g., Weekly Active Users) alongside the Customer Success (CS) team, driving interventions to mitigate churn risk.
- Enablement Governance: Own the technology stack for customer enablement (LMS/in-app education) to ensure consistent, measured training delivery.
B. Alignment with Customers & Product Team
- User Friction Feedback Loop: Collect and synthesize high-fidelity user friction feedback from technical users, channeling actionable insights directly to Product Managers (PMs) for roadmap consideration.
- Roadmap Communication: Communicate relevant product strategy, roadmap updates (when required), and feature benefits to customers and internal teams, ensuring alignment with user needs and expectations.
- Strategic Influence: Represent the technical user voice in Product QBRs and strategic roadmap planning sessions.
C. Training, Content & Research Alignment
- Technical Enablement: Design, coordinate, and deliver advanced technical training for key enterprise customers to significantly boost adoption and feature usage.
- Internal Champion Creation: Identify, mentor, and empower internal champions within client organizations to drive peer-to-peer advocacy and expand organic product usage across teams.
- Content Management: Oversee, manage and direct technical content production, ensuring scalable content (videos, guides, tutorials) aligns with strategic adoption goals.
- Measurement & Insights: Partner with the Research Team to design measurement protocols for training efficacy, in-app nudges, and other enablement programs, reporting quantitatively on their success and impact on adoption.
D. Alignment with Customer Success (CS) & Sales
- Value Rollup: Work closely with CS to translate value derived at the technical user level (e.g., time savings, improved code quality metrics) into quantifiable Executive-level business outcomes (ROI, financial savings) for renewal conversations.
- Sales Feedback: Provide timely feedback to the Sales team on successful technical user adoption playbooks and "what is working" in the field, helping to refine positioning and discovery efforts.
E. Alignment with Marketing
- Thought Leadership: Collaborate with the Marketing team to develop thought leadership content, webinars, and technical deep-dives that educate the market on best practices for using BlueOptima.
- Success Stories: Facilitate the creation of customer reference stories and case studies that specifically highlight successful technical user adoption and enablement.
- Messaging Alignment: Ensure all enablement materials and training content align seamlessly with the Product Marketing Manager’s (PMM) core value propositions and messaging hierarchy.
Qualifications
- Minimum 4+ years experience in a Technical Customer Success, Solutions Architect, or Technical Trainer role within a B2B SaaS environment.
- Proven ability to work with and understand technical analytics or developer-focused products (e.g., deep familiarity with the Software Development Life Cycle (SDLC) or engineering metrics).
- Demonstrable experience defining and tracking quantitative success metrics (e.g., WAU, TTV reduction, Churn/Retention data).
- Exceptional presentation, written, and verbal communication skills, with the ability to bridge complex technical concepts to non-technical stakeholders.
Key Performance Indicators (KPIs)
- Gross Revenue Retention (GRR) for the PSM-covered enterprise segment.
- User Adoption Index improvement and Weekly Active Users (WAU) in target enterprise accounts.
- Time-to-Value (TTV) reduction for new enterprise customers.
- Product Health Score Improvement (for identified "At Risk" accounts).
Additional Information
Why join our team?
Culture and Growth
- Global team with a creative, innovative and welcoming mindset.
- Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
- Freedom to create your own success story in a high performance environment.
- Training programs and Personal Development Plans for each employee
Benefits
- 32 days of holidays (including bank holidays)
- Annual Leave Purchase - up to 5 days
- Work from Home Equipment allowance
- Flexible Work from Home - 2 days remote a week
- Flexible Work from Long Distance - 4 weeks a year
- 12 Weeks Paid Maternity and Paternity Leave
- Pet friendly office
- Sponsored Learning Opportunities
- Cycle2work scheme
- Team Socials
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!