Product Success Lead

Authorium’s customers are seasoned government executives who are also on the cutting edge in their commitment to innovating very manual and complex document processes such as procurement, budgeting, grants, and more.

We are looking for an experienced Product Success Lead to provide proactive, high-touch, technical advising, product expertise, and enablement for our high-touch customers. You will work closely with customer stakeholders to align their challenges and desired business outcomes with KPIs for continuously adopting our products and realizing value over time, setting them up for long-term success and growth with Authorium.

As a liaison between the Authorium Customer base and Product organization, you will drive product adoption and entrenchment of Authorium products across our customer base while advocating for the voice of the customer internally. Additionally, you will be responsible for managing customer onboarding and offboarding processes, ensuring seamless transitions for customers as they adopt or transition away from the platform.

The Product Success Lead gives customers a direct relationship with a senior technical resource with an in-depth knowledge of the customer’s technical environment and product use case. They can prevent issues before they arise with proactive planning and technical reviews as well as make strategic recommendations for how customers can extract more value from their product subscriptions.

In this role, you will support customers proactively with consultative and tailored enablement, building shared product adoption plans, ensuring customers have self-service and digital enablement and best practice resources, while collaborating with Support Engineering on proactive product risk mitigation. You will also ensure alignment with project management resources during initial customer onboarding and new product adoption motions, ensuring all key milestones and customer requirements are met efficiently and effectively.

Our ideal candidate has 5-10+ years of technical account management, product management, or product-focused customer enablement experience managing enterprise clients and a strong understanding of public sector clients and how to drive success of enterprise SaaS products. Experience managing project timelines, cross-functional coordination, and customer communication during onboarding and offboarding processes is highly desirable.

Reporting to the Director of Customer Strategy, you will be a critical member of our Revenue team. We value candidates with an interest in establishing internal processes and best practices, and laying a foundation for best-in-class product adoption and value realization for our amazing customers.

This is a hybrid role so candidates must reside in San Francisco, CA or Washington, DC.

What You’ll Be Doing

Data-driven Approach to Driving Product Adoption:

• Unrelenting focus on the user experience of our customers, including their daily engagement in the product, workflow, ideal user paths, and ability to identify points of friction in product adoption.
• Take a consultative approach to developing product adoption targets for key metrics across the four key customer outcomes areas: Visibility, Efficiency, Compliance, and Effectiveness.
• Meet with customers on a regular cadence to provide strategic recommendations and best practice guidance on Authorium products and the ideal user path for customers through their products given their desired outcomes.
• Collaborate with Product, Sales, Customer Success, and Product Delivery teams to push enablement and best practices resources to nudge customers toward increased usage and high-value in-product actions.
• Perform data analysis, monitoring, and reporting tracking Customer Success activities, highlighting key trends/insights and escalating issues as needed.
• Leverage customer communities and community management to help with ticket deflection, peer-to-peer support, and a centralized location for customers to self-serve.

Liaison between the Customer and the Product Organization:

• Develop and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to the value being added by our products. Internally, you will serve as an advocate for your customer and help shape the product roadmap to ensure that customer solutions are highly scalable, flexible, and easy to use.
• Serve as a product expert on the Authorium platform, with the ability to demo on the fly, troubleshoot, and coach customers of varying technical ability on ideal usage.
• Drive the continued refinement of customers’ platform configuration post-implementation, ensuring the value and functionality of new features is understood and adopted.
• Work cross-departmentally as the customer’s champion within Authorium, driving company alignment and evolution of our product suite in support of the existing account base.
• Advocate for customer needs by clearly defining business requirements and business value of product enhancements with the Product team.

Managing Customer Health and Revenue Retention:

• Lead customer onboarding efforts, ensuring smooth and structured transitions onto the platform, including managing implementation timelines, training schedules, and customer readiness assessments.
• Develop early warning systems for customers who show signs of risk, design playbooks to address risks in usage or engagement, and provide paths to escalation.
• Build scoring thresholds for named accounts in Customer Health Dashboard based on your understanding of the customer’s anticipated and target product adoption and engagement goals. Test and iterate to continuously improve the measurement framework to continue learning from and refining our customer health metrics model.
• Determine the leading indicators that point to growth in product usage and entrenchment. Identify the leading risks that correlate with customer health downturns and churn.
• Deliver and communicate value realization and ROI for our customers throughout the customer lifecycle, being the trusted partner for the customer on use-case and product functionality.
• Perform Executive Business Reviews with Customer Executives to drive business value realization and alignment.
• Deliver onsite presentations including Executive Business Reviews, Roadmap Sessions, etc. to an executive audience to drive business value realization and alignment.
• Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Authorium.
• Identify and collaborate with members of the wider Revenue and Sales teams regarding expansion, upsell, and additional service/support opportunities within accounts.

Knowledge & Experience

• 5+ years of technical account management, customer success management, or project management experience with a track record of building and nurturing relationships with multiple groups of stakeholders.
• Successful track record collaborating with Product Management teams. Able to translate customer needs, advocate for strategic enhancements, and influence product roadmaps to increase the product’s value and stickiness within customer organizations.
• Experience leading onboarding and offboarding processes for enterprise customers, ensuring structured and seamless transitions.
• Strong project management skills with experience in cross-functional collaboration, milestone tracking, and process optimization.
• Comfort with large data sets and ability to extract business insights from analysis.
• Unrelenting customer focus, empathy, and proactivity in building relationships that drive results.
• Excellent verbal and written communication skills, tailored to communicate at different levels of the organization.
• Experience working in government or with public sector clients.
  

Personal Attributes

• Exercises independent judgment and takes action on it. Is quick to take ownership and leadership in coordination with other stakeholders and colleagues. 
• Has a sense of urgency and finds the most efficient way to move forward on a given task or effort
• Displays excellent listening, interpersonal, written and oral communication skills.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Effectively prioritizes and executes tasks while under pressure
• Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
• Process-oriented with an automation/efficiency mindset
• Comfortable with ambiguity and working in a rapidly evolving startup environment.
• Values the mission of Authorium. Shares a true desire to improve how government operates and delivers on its mission.

• Salary Range: $140,000-$150,000 + varlable
• 100% benefits coverage for employee
• 401K Profit Share plan
• Flexible PTO
• Home office stipend