Product Customer Success Manager

Role Overview

The Product Customer Success Manager will own the success of a portfolio of Puzzel customers, showing them what Puzzel can do and turning that into measurable business outcomes. The role involves building Success Plans, maintaining advanced knowledge of the Puzzel portfolio, and demonstrating value to customers.

What You Will Do

The Product Customer Success Manager will be responsible for owning customer outcome, building Success Plans, being the product expert, demonstrating value, leading discovery and adoption, using data to act, running customer reviews, managing risk and renewal readiness, driving growth and advocacy, and coordinating and feeding back.

Why It Might Be a Fit

The ideal candidate will have 5+ years of experience in Customer Success within SaaS, CCaaS or other complex software, with strong multi-product expertise and a clear record of using product knowledge to improve customer outcomes. They will be hungry to learn a broad, complex product and have the confidence to demonstrate its value to customers themselves.

Requirements

• 5+ years in Customer Success within SaaS, CCaaS or other complex software
• Strong multi-product expertise
• Clear record of using product knowledge to improve customer outcomes
• Real appetite to learn a broad, complex product
• Confidence to demonstrate its value to customers
• Strong understanding of contact centre operations
• Experience leading structured discovery and owning Success Plans and adoption programmes
• Ability to turn product usage and customer data into practical, prioritised recommendations
• Confident product demonstration and facilitation skills
• Ability to separate the reported symptom from the underlying need, and to investigate before escalating
• Strong ownership and autonomy
• Confidence with business, operational and executive stakeholders
• Excellent written and spoken English

Benefits

• Mercer-benchmarked pay for equity and market fairness
• Flexa Top 25 for work-life balance, diversity and inclusion, pet-friendly companies and professional services
• Consistently high Glassdoor rating