Customer Loyalty Product Manager

Location / San Francisco, CA, United States

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The Company

Mavenlink is a rapidly growing, globally recognized SaaS company that provides technology, expertise, and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today’s fast-moving, connected economy. That’s why we set out to reinvent the way the world conducts business — and why we need people just like you.

Did we mention that Mavenlink is an awesome place to work? You’ll have the opportunity to work in an energetic environment with a smart team that loves what they do.

As Mavenlink's Customer Loyalty Product Manager, you will own moving important business metrics such as user expansion, conversion, engagement, retention, and adoption through optimizing the Mavenlink customer’s experience. Involved in this is instrumenting the Mavenlink product for improved data-informed decision making, working with Mavenlink’s Data Science Team to develop and execute a revenue-focused roadmap using agile and lean methodologies. 

The Right Candidate:
  • Readily switches from writing SQL queries to get an answer, to a hunch, to A/B testing email copy and product features, to brainstorming new ideas with engineers
  • Thinks strategically and seeks data-driven truths about users and the product
  • Excels at tackling complex business process problems and conceptualizing solutions where there currently is either no software or bad software
  • Enjoys working with others to determine the minimum viable requirements for a feature
  • Validates assumptions by gathering qualitative and quantitative data
  • Provides commentary on statistically meaningful results after new features are implemented
  • Skillfully gives and receives feedback
  • Looks to the future and thinks strategically about how s/he can use data to lead company decisions
  • Is detail-oriented and adjusts well to change
  • Rolls up his/her sleeves and enjoys helping others succeed
  • Adeptly manages and balances multiple projects with competing priorities.

Job Responsibilities:

  • Own the Customer Loyalty Roadmap and drive efforts from requirements gathering to completion
  • Help keep our data dashboard up to date and make sure we are tracking everything, so that we are making quantitative decisions
  • Work with support and other customer-facing teams to provide solutions and analytics to drive renewals through engagement, adoption, and customer relationship management
  • Define growth and engagement performance indicators and monitor them so the team knows where we stand
  • Work with Sales, Marketing, and other customer-facing teams to determine optimal plans and pricing
  • Work with Product Marketing in conducting competitive research and sharing learnings with Product Development and Design teams
  • Own and drive new user product adoption using rapid experimentation
  • Identify quick wins to drive customer satisfaction

Experience and Skills:
  • BA or BS required, background in Engineering or CS degree a plus
  • Direct experience leading product management within an agile organization
  • Prior experience using data and analytics to inform product decisions
  • SQL expertise
  • Experience driving implementation of Google Analytics, Mixpanel or equivalent tool
  • Experience with tools like Mouseflow and
  • Fluent in Excel or comparable analysis software
  • Demonstrated passion for creativity and analytical decision making
  • Strong analytical skills
  • Excellent written and oral communication skills

Benefits and Work Environment:

  • We offer competitive salary and benefits, and a fun and casual work environment.
  • Because we pair most of the time, we work regular, predictable hours, starting at 9:30am with a brief morning stand-up, and ending at 6pm. We won't ask you to stay late or work weekends except in truly exceptional situations. We care about work-life balance.
  • We send interested employees to conferences to speak or just to learn.
  • We are always striving to have the most enjoyable and productive environment. We conduct monthly team retrospectives where we discuss what's working, what's not working, and how we can improve everyone's experience.
  • We're located in downtown San Francisco, two blocks from the Montgomery BART.

Before You Apply:

  • Please sign up for Mavenlink and explore before you apply. We’re looking for someone who is passionate about growing the product.
Mavenlink is an Equal Opportunity Employer.
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If you don't see your dream job listed, tell us a little about yourself and apply here. We are always looking for talented team players to join our growing company.