At a Glance
- Tasks: Guide customers through onboarding and help them succeed with ProdPad.
- Company: Join ProdPad, the leading product management software company.
- Benefits: Enjoy stock options, 25 days holiday, and flexible remote work.
- Other info: Be part of a diverse team in a fast-paced startup environment.
- Why this job: Make a real impact by helping customers thrive with innovative tools.
- Qualifications: 2+ years in SaaS customer-facing roles and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
About Prod
Pad
Prod Pad 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, Prod Pad'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 Prod Pad, 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 Prod Pad 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 Prod Pad 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 Prod Pad 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 Prod Pad 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 Prod Pad 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 Saa S customer-facing roles (Success or Support).
- Experienced at delivering online demos of Saa S tools and showcasing value to customers.
- Comfortable with tools like Hub Spot, Help Scout, and (of course) Prod Pad, 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
- 15 min hello with COO & Head of Product
- 1 hour interview with Head of Product and COO/CEO (CV deep dive)
- A take-home challenge (we'll pay for your time!)
- 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.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager (Remote) in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Manager (Remote) in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
