Remote Customer Success Manager (Remote) in Gloucester

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.

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 (+