Remote Customer Success Manager (Remote)

About ProdPad:

ProdPad is the original (and best) product management software, used by thousands of teams across the world to build better products.

We give product managers a home for their product strategy — one place to map out vision and objectives, manage their roadmap, organize their backlog, and gather and analyze customer feedback.

Founded in 2012, ProdPad’s founders invented the world-renowned Now–Next–Later roadmap, used by millions of product teams today. From our UK base, we support customers across industries — from government services to healthcare to publishing and beyond.

About the Job:

As a Customer Success Manager at ProdPad, you’ll be right in the thick of it, working alongside our close-knit team to keep customers happy and engaged. We’re a small company, so you’ll have real impact and plenty of variety in your day.

You’ll be our customers’ go-to person — the one who learns their challenges and shows them how ProdPad makes their work easier. From onboarding to renewal, you’ll be their advocate, guide, and partner.

That means running onboarding calls and delivering demos via Zoom, answering questions via Help Scout and jumping into conversations in our Slack community. Through it all, you’ll be the voice that says, “We’ve got you,” helping customers get real value from ProdPad every step of the way.

This role reports into our Head of Product.

What you’ll be doing:

• Guiding customers through onboarding — run kick-off calls, help configure accounts, and make sure every customer leaves with a clear plan for success.
• Digging into customer challenges — listen closely, ask smart questions, and connect the dots between customer needs and how ProdPad can solve them.
• Working across tools and systems — help customers with integrations like Jira, ADO, and Slack, spot configuration issues and collaborate with Support and Product.
• Become a ProdPad expert — learn our features inside out so you can show customers how to use them in their world.
• Advocate for the customer — bring their voice back into the product team to help shape what we build next.
• Track and improve success metrics — monitor adoption, usage, and engagement data, and step in proactively when customers look like they’re struggling ultimately helping us improve forecasting and retention.
• Responsible for Net Revenue Retention — Working with Sales to identify upsell opportunities across the customer base.
• Be a trusted partner — build relationships that go beyond support tickets, becoming a go-to advisor who helps customers succeed with ProdPad long after onboarding.
• Create helpful resources — from quick walkthroughs to knowledge base updates.

About you:

• A people person at heart — you love customer-facing work, solving problems, and making someone’s day easier.
• Comfortable in the fast-moving world of startups, where priorities shift and variety is the norm.
• Strong communicator — confident on calls, clear in writing, and adaptable to your audience.
• Organized — able to effectively triage asks from customers and the business to keep priorities on track.
• 2+ years in SaaS customer-facing roles (Success or Support).
• Experienced at delivering online demos of SaaS tools and showcasing value to customers.
• Comfortable with tools like HubSpot, Help Scout, and (of course) ProdPad, plus the usual suspects like Slack and Google Workspace.
• You’re proactive — reading between the lines to spot churn risks, dig out growth opportunities for Sales, and ask the right questions that keep customers moving forward.
• Pragmatic with automation — you know when to automate routine tasks to work more efficiently versus when to personalise for impact.
• Bonus points for experience with Mixpanel or other data tools, or a knack for digging into usage patterns to spot opportunities.
  

Don’t worry if you don’t tick every box — if this role excites you and you think you’d be a great fit, we’d love to hear from you!

Salary:

£45-£55k depending on experience

Benefits:

📈 Stock options

🌴 25 days holiday (+ bank holidays), with 3 extra days after 3 years

🏥 Private medical insurance + healthcare cashback scheme

💸 Pension contribution

🖥️ Pick out your own kit and tools

⚖️ Work–life balance you’ll actually feel

Flexible working:

This is a full-time remote position, open to candidates based in the UK. Occasional travel for meet-ups may be required.

We value diversity and are committed to nurturing an inclusive work environment.

Hiring process:

1. 15 min hello with COO & Head of Product
2. 1 hour interview with Head of Product and COO/CEO (CV deep dive)
3. A take-home challenge (we’ll pay for your time!)
4. Chat through the challenge with the CEO and Head of Product + any additional relevant team members

Note: No recruiters please — we’re not looking to work with agencies at this time.