Customer Success Manager

About Us

We're Boardera, and we offer software solutions to help automate costing, quoting, sourcing, and project management for PCB fabrication and assembly manufacturers.

Founded in 2020, Boardera emerged from years of industry frustration. It began with a company eager to introduce innovative electronic products, only to encounter persistent design and manufacturing errors. Determined to transform the industry, we created an advanced design intent capture and ordering platform. Combining expertise in electronics design, contract manufacturing, automation, and web software, we’re driving a seismic shift in PCB manufacturing.

Today, Boardera is building an automated platform for PCB manufacturing, helping fabricators and assembly providers streamline quoting and connect with new business opportunities.

We think you'll love it here, because we love it here. We're a small and passionate team, and we pride ourselves on our inclusive and transparent work environment. Want to be part of a start-up just as it's taking off? Want your voice to be heard and your work to have a direct impact on making users happy and transforming an industry? Tired of being a small part of a giant machine? This might be the opportunity for you!

Role Overview

As a Customer Success Manager, you serve as a trusted advisor, nurturing strong relationships and ensuring customers receive maximum value from our products. You closely monitor customer health, anticipate challenges, and proactively drive retention while creating an exceptional customer experience.

Working as part of the Customer Success organization, you collaborate closely with clients to understand their business needs and partner with product and engineering teams to ensure customer concerns are heard and influence product and business decisions.

This position reports directly to the Chief Revenue Officer.

Key Responsibilities

Customer Onboarding & Support

• Provide hands-on support and training for onboarding new electronic manufacturing customers.

• Deliver responsive, delightful, and timely support for existing customers.

• Maximize customer usage and adoption of the product.

• Increase customer ROI and limit customer churn.

Advocacy & Relationship Management

• Drive advocacy by collecting referral leads, reviews, testimonials, and case studies.

• Leverage deep product knowledge to match features and functionality to each customer’s desired outcomes.

• Act as the voice of the customer by delivering actionable internal feedback to improve the customer experience.

• Report customer success metrics, risks, and recommendations to leadership, ensuring optimal value delivery and low churn.

• Create, manage, and drive completion of corporate objectives related to Customer Success.

Process, Product & Cross-Functional Collaboration

• Contribute to the creation and maintenance of Standard Operating Procedures and training materials.

• Propose new product features and help prioritize planned enhancements.

• Participate in product planning rituals and cross-functional alignment activities.

• Support sales and marketing teams where product knowledge or implementation expertise is required.

• Attend selected industry trade shows as a company representative.

Who You Are

• You have an empathetic, customer-focused mindset and a strong ability to listen, understand, and support customers.

• Able to negotiate requirements with customers and articulate them internally.

• Have worked in a Jira environment.

• You have experience in a software engineering environment.

• You have knowledge and interest regarding the electronics manufacturing industry.

• You thrive in a fast-moving, high-growth startup environment.