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, private medical insurance, and a great work-life balance.
- Other info: Flexible remote work with occasional meet-ups and a commitment to diversity.
- 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 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: 15 min hello with COO
Remote Customer Success Manager (Remote) in Warrington employer: ProdPad
ProdPad is an exceptional employer that fosters a supportive and inclusive work culture, allowing you to make a real impact as a Remote Customer Success Manager. With flexible working arrangements, generous benefits including stock options and private medical insurance, and a commitment to employee growth, you'll thrive in a dynamic environment where your contributions are valued. Join us in helping customers succeed while enjoying a healthy work-life balance from the comfort of your home in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager (Remote) in Warrington
✨Tip Number 1
Get to know ProdPad inside out! Familiarise yourself with their product features and how they solve customer challenges. This will help you shine during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn, join relevant groups, and engage in conversations about customer success. This can give you insider insights and might even lead to a referral!
✨Tip Number 3
Prepare for those Zoom calls! Practice your demo skills and think about how you'd handle common customer queries. Being confident and clear will make a great impression on the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the ProdPad family!
We think you need these skills to ace Remote Customer Success Manager (Remote) in Warrington
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for helping customers succeed. Share specific examples of how you've made a difference in previous roles, and show us that you genuinely care about customer satisfaction.
Tailor Your Application:Make sure to customise your application to highlight the skills and experiences that align with the Customer Success Manager role. Use keywords from the job description to demonstrate that you understand what we're looking for and how you fit into our team.
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward and to the point. Avoid jargon and fluff; instead, focus on delivering your message effectively. This will give us a taste of how you communicate with customers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're proactive and know how to navigate our platform!
How to prepare for a job interview at ProdPad
✨Know ProdPad Inside Out
Before your interview, dive deep into ProdPad's features and how they benefit customers. Familiarise yourself with the Now–Next–Later roadmap and think about how you can articulate its value to potential clients. This will show your genuine interest and help you connect with the interviewers.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully guided customers through challenges. Highlight specific instances where your proactive approach made a difference, whether it was through onboarding or resolving issues. This will demonstrate your capability as a Customer Success Manager.
✨Practice Your Communication Style
Since strong communication is key for this role, practice articulating your thoughts clearly and confidently. Consider doing mock interviews with friends or using video calls to simulate the remote aspect of the job. This will help you feel more comfortable during the actual interview.
✨Prepare Questions for Them
Think of insightful questions to ask during your interview. Inquire about their customer success strategies, team dynamics, or how they measure success. This not only shows your enthusiasm but also helps you gauge if ProdPad is the right fit for you.
