Product Success Manager
Sustainment
Company Overview: Sustainment is a company whose products enable US-based manufacturers to confidently build and manage vetted domestic supplier networks, with modern tools to find, communicate, collaborate with, and manage qualified manufacturing suppliers. Our vision is to reimagine the American manufacturing base as a hyperconnected, secure, and resilient ecosystem of local and regional suppliers who can more easily interact and transact with the government and industry organizations that rely on them. As a public benefit corporation, we are committed to a mission-driven approach that will enable continued success for American industry.
We are looking for a Product Success Manager to join our startup and contribute to the company's ongoing growth by helping our customers be great at using and getting value out of our software. Exceptional Product Success Managers have a passion for teaching and coaching others, excellent communication and interpersonal skills, and the ability to understand complex, technical subjects and simplify them for customers. The Product Success Manager role is a unique hybrid between customer success and product marketing, where focused work with customers is connected to engagement with the entire Sustainment product community, all with the goal of helping current and future users.
As a new role in a growing company, this job is perfect for driven individuals who work well independently, love the idea of building a business, and enjoy seeing their everyday work have an immediate positive impact. With elements of customer success, product, and marketing this role also features many amazing personal opportunities to grow.
We are headquartered out of Austin, TX. This role is eligible for remote work in the United States.
What you’ll bring:
- Experience in customer success, coaching, and/or teaching in a software / technical context
- Exceptional customer relationship-building skills
- Skilled at teaching and explaining complex information in an easily understood way
- Excellent written and oral communication skills
- Strong analytical capabilities for technical problem-solving
- Highly organized and with the ability to plan with others, and help them follow through to meet their goals
- Proven ability to display and exercise sound judgment across customer and coworker interactions
- Ability to work cross-functionally in a fast-paced environment
- Preferred but not required - experience in B2B SaaS and/or the manufacturing industry
- Bachelor’s degree a plus
How you will lead:
- Become an expert in every aspect of Sustainments’ products
- Own and refine Sustainment’s customer onboarding processes and content, both with enterprise (remote / in-person) and within the product (self-guided)
- Work with Sales to intake Enterprise customers, understanding their goals with the software, helping them build a plan to accomplish those goals, and working with them to see the plan through
- Drive a customer-obsessed culture, developing and reporting customer satisfaction metrics and serving as a customer advocate within the company
- Conduct proactive outreach to stay connected with customers who are more self-guided, conducting regular wellness checks
- Partner with the go-to-market team (sales, marketing, etc.) as an expert in product education and customer challenges and opportunities
- Partner with the rest of the product team on customer feedback and provide input into the product roadmap
- Develop and deliver training for Enterprise customers, either formal or informal as needed
- Develop and create educational product content that can be used across customer and sales/marketing channels
- Devise and run campaigns to engage and educate registered users around Sustainment’s products, measure and optimize what works
- Develop customer-facing release bulletins and keep customers up-to-date on the latest and greatest product releases
- Some limited travel to attend trade shows when needed, meet customers and connect with the industry
Sustainment offers a competitive benefits package including medical, dental, vision, paid time off, company holidays, and 401K matching.
Sustainment is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Sustainment participates in E-Verify.
