Product Success Manager

BlueOptima is on a mission to maximise the economic and social value that software engineering organisations are capable of delivering. Our vision is to become the global reference for the optimisation of the performance of Software Engineers. We are headquartered in London with additional offices worldwide.

Location: London

Department: Product

Salary: £65 - £75K (includes £5K performance‑based bonus)

Responsibilities:

• Own product adoption and retention for enterprise technical users.
• Define and maintain the Product Health Score and User Adoption Index methodology to proactively identify at‑risk accounts.
• Co‑own user adoption and stickiness metrics (e.g., Weekly Active Users) with the Customer Success team to drive interventions that mitigate churn risk.
• Own the technology stack for customer enablement (LMS/in‑app education) to ensure consistent, measured training delivery.
• Collect and synthesize high‑fidelity user friction feedback from technical users, channeling actionable insights to Product Managers for roadmap consideration.
• Represent the technical user voice in Product QBRs and strategic roadmap planning sessions.
• Design, coordinate, and deliver advanced technical training for key enterprise customers to boost adoption and feature usage.
• Identify, mentor, and empower internal champions within client organisations to drive peer‑to‑peer advocacy and expand organic product usage across teams.
• 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.
• Work closely with Customer Success to translate value derived at the technical user level into quantifiable business outcomes (ROI, financial savings) for renewal conversations.
• Collaborate with Marketing to develop thought leadership content, webinars, and technical deep‑dives that educate the market on best practices for using BlueOptima.
• Facilitate the creation of customer reference stories and case studies that specifically highlight successful technical user adoption and enablement.

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 (deep familiarity with the 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.

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 a year
• 12 weeks Paid Maternity and Paternity Leave
• Pet‑friendly office
• Sponsored Learning Opportunities
• Cycle2work scheme
• Team Socials

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