[About StudioXID] 

ProtoPie is the easiest interactive prototyping tool for all digital products. Designers can turn their UI/UX design ideas into highly interactive prototypes for mobile, desktop, web, all the way to IoT and beyond. They can explore, validate, and test design solutions and ideas by creating very realistic, production-like prototypes without code and without the help of engineers.

ProtoPie is widely used by various companies all over the world across many industries, e.g., Google, Microsoft, Meta, Nintendo, BMW, Samsung, Tencent, Reddit, Bytedance, and Disney. Plus, ProtoPie won no.1 Advanced Prototyping tool in the UX Tools 2022 Design Tools Survey.

[About the role]

ProtoPie is seeking an experienced and highly driven Customer Success Manager to join our team, focusing on Enterprise customers across the Americas region (U.S., Canada, Latin America). In this pivotal role, you will ensure that our high-value enterprise clients achieve their business goals with ProtoPie, driving product adoption, customer satisfaction, and long-term success. You will collaborate closely with clients, internal teams, and product leadership to ensure seamless customer experiences and identify opportunities for expansion.

[Responsibilities]

Enterprise Customer Success Management:

• Manage a portfolio of enterprise-level clients across the Americas, including major players in technology, automotive, and other innovative industries.
• Monitor and analyze customer usage, identify potential churn risks, and recognize opportunities for account expansion.
• Proactively develop and execute strategies to drive product adoption, customer engagement, and value realization throughout the entire customer lifecycle—from onboarding to advanced use cases.
• Act as a trusted consultant and advisor, helping customers optimize their UX design and prototyping workflows with ProtoPie and building strong, lasting relationships with key stakeholders.

Account Expansion & Strategic Growth:

• Collaborate closely with the Regional Head of Sales, Account Managers, and Sales Operations to develop tailored expansion strategies for each enterprise account.
• Identify opportunities for upselling, cross-selling, and renewals, ensuring that ProtoPie solutions continue to meet the evolving needs of enterprise clients.
• Provide guidance on product-market fit, ensuring that ProtoPie’s offerings align with each client’s business objectives and challenges.
• Advocate for customer needs and priorities by working closely with Product Owners and internal teams, contributing valuable insights that influence product development and feature improvements.

Leadership in Customer Success Programs:

• Identify common customer pain points and use cases, and collaborate with internal teams to create targeted solutions and share best practices across the organization.
• Build and implement a series of customer success programs tailored to different client scenarios, maximizing the impact and efficiency of our customer success efforts.
• Mentor and coach other Customer Success Managers to ensure continuous improvement in delivering exceptional service and driving customer success across global markets.
• Collaborate as needed in developing and refining customer success initiatives across the company, ensuring consistency, scalability, and relevance across all regions.

Cross-Functional Collaboration:

• Work cross-functionally with the Sales, Product, Marketing, Account Management, and Technical Solutions Engineer teams to ensure a seamless, end-to-end customer experience.
• Coordinate with internal stakeholders to share customer feedback and insights, ensuring ProtoPie’s solutions evolve to meet customer needs continuously.
• Serve as the voice of the customer within ProtoPie, ensuring that customer needs, challenges, and feedback are consistently communicated to the broader team.

[Qualifications]

Must

• 5+ years of experience in customer success, account management, or enterprise SaaS roles, with a proven track record in B2B customer success management for large organizations.
• Deep understanding of the digital product development process, with specific expertise in UI/UX design workflows and how they integrate with prototyping tools.
• Demonstrated ability to manage complex, high-value enterprise accounts and build strong, strategic relationships with C-level executives and key stakeholders.
• Strong problem-solving, strategic thinking, and analytical skills, with the ability to assess customer needs and craft tailored solutions.
• Experience working with global teams across different time zones and cultural contexts, with the flexibility to adapt to remote work environments.
• Ability to work autonomously in a fast-paced, dynamic environment.
• Start-up mindset with a focus on results, agility, and continuous improvement.
• Native English proficiency, with excellent communication, presentation, and interpersonal skills.
• Willingness to travel for customer visits and events as needed.
• This role is open to candidates based in the U.S. and Canada.

Plus

• Experience with  B2B SaaS companies, ideally in the UX/UI design or digital prototyping space.
• A background in UX design, or experience collaborating closely with UX/UI designers to deliver customer-centric solutions.
• Familiarity with enterprise SaaS tools like Salesforce, HubSpot, or similar CRM platforms for account management and reporting.

[How We Work]

Team ProtoPie Works with 5 Company Values

1. Autonomy & Responsibility

We respect everyone's autonomy while taking responsibility for freedom and for judgment between right and wrong for the company.

2. Communication & Trust

We share information, communicate transparently, and build trust with our colleagues and customers.

3. Integrity

We draw a line between personal and professional lives and work with high moral standards.

4. Global Citizenship

We respect each cultural trait and always consider the global market in work.

5. Team Player

We collaborate with colleagues, help others actively, and respect others' professionalism and authority.

[Benefits and Welfare]

1. Welcome Awards

For new joiners, we support KRW 1,000,000(USD 830) for buying personal peripherals and items for better work efficiency.

- Desk, Chair, Tablet PC, Mobile, Smartwatch, etc.

2. Education Benefits

We believe that members’ growth and happiness lead to the team’s growth. We support members in buying books and taking classes they want: language, instrument, anything you want to learn.

3. Healthcare Benefits

We understand that our people can bring their best selves to work when they and their families are taken care of.

- Medical check-ups, Gym, Physical activities, Vision care, Medical treatment(pets included)

4. Internet & Communication Benefits

We support internet and mobile expenses to enrich our remote working environment.

5. Congratulations & Condolences

We support members’ life events both in joy and in sorrow.

[Working Arrangements]

• 10 AM to 7 PM PST recommended
• Full-time position (during the first 3 months—the probation period, the employee will receive 100% of their salary).
• Office: TBD

[Hiring Process]

• Submit resume or CV > 1st Interview > 2nd Interview > 3rd Interview > decision and negotiation.
• Please exclude any information from your resume that is not directly related to the job position, such as physical conditions, marital status, family relationships, and place of origin.
• We will let you know the application result within 2 weeks of your application.
• All interviews will be conducted via video call.
• Interview process may be slightly changed depending on the position.
• Employment will be terminated if you are found to have falsified information on your resume and portfolio.

StudioXID is dedicated to cultivating a diverse and inclusive workplace. We highly value diversity in our workforce and do not discriminate in our hiring or promotion practices based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, pregnancy (including breastfeeding), parental status, or any other characteristic protected by law.
As a global company, English proficiency is required for all roles to ensure smooth communication and collaboration across our international teams, unless otherwise stated in the job postings.

If you have any questions, please feel free to reach us at job@protopie.io