The Product Growth Manager (PGM) is responsible for ensuring the success of our customers by delivering an exceptional customer experience. The PGM will engage with customers to understand their requirements to improve their experience. The PGM is responsible for setting up programs to promote adoption of the FlowFuse Cloud product, from onboarding to continued success in their journey. The PGM will also be responsible for identifying high upside customers to build and maintain relationships with them, resolving their issues, and providing ongoing support and training.
This position will primarily be responsible for FlowFuse Cloud, our self-service segment of the business. As such the work will entail setting up short experiments to validate a program, after which the program will be rolled out in a scalable manner. The ideal candidate for this role has previous experience with Node-RED, understands the value FlowFuse offers for the Node-RED community, and is able to grow the customer base. Using automation, the company should engage and assist users with onboarding and adoption. You monitor the adoption process and iterate on the process.
We’re looking for a passionate team member to augment our fully remote team. We offer competitive salary and equity package, unlimited paid time off from day 1, paid leave for new parents, and an open and transparent company culture (see also our company handbook: https://flowfuse.com/handbook/)
Responsibilities
- Develop and execute automated tactics and strategies that align with the customer's goals and objectives
- Manage customer relationships and ensure a positive customer experience
- Conducting automated health checks and performance assessments of customers' success to identify potential areas for improvement.
- Providing support to customers via tickets, email, and remote desktop sessions and ensure these requests are solved by automation in the future.
- Providing guidance and recommendations to speed up the onboarding process for customers.
- Collaborating with product and development teams to identify and address potential issues that may arise.
- Track and report on customer success metrics like churn, net retention, NPS, among others.
- Full time availability - 40 hours a week
Qualification
- 3+ years of experience in customer success or a related field
- Strong understanding of PLG principles and best practices
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
Salary
Any offer, reflecting the total compensation package and benefits, will be at the company’s sole discretion, and determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
FlowForge Inc. is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
