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Director / Sr. Director of Product Management, User Success - Remote USA

Date: Mar 27, 2023

Location: Philadelphia, PA, US, 19102

Company: Bentley Systems



Location: This position can be V-Connected/Remote or from a Bentley office in the US.


Why User Success And Why Now
In User Success, we have a relentless focus on creating loyal users by helping them realize business value, within all accounts and account segments. With the overall user experience transformation happening in our industry, we understand driving continuous adoption of our technology is paramount to a successful engagement with our users and as such, we have created a User Success Team focused on increasing adoption and satisfaction with all of our solutions, ensuring our accounts and users are successfully meeting their business goals.


Why We Are Looking For

We are seeking a Senior Director of Product Management who is passionate about solving customer problems and creating experiences that are elegant and effective.


This is a position for an entrepreneurial and tenacious leader. You will substantially shape the role and have a lasting impact on our Customer Success, Services and Support offerings. 


We are seeking someone who can develop a strong understanding of the company the Customer Success vision, set the service offerings strategy to support the vision and reinforce this strategy across the organization. You will ask the hard questions about the value of our service and the impact on our customers. You will have an obsessive focus on market, users, learnings, data and evidence with the top priority being a relentless drive to achieve product market fit. 


As the Senior Director of Product Management for Customer Success offerings you will create, manage, and measure effective customer success service and support offerings solving real customer problems in ways that drive product adoption, customer success and value realization.



  • Bridge the gaps between business objectives, customer feedback, technical delivery, and financial viability of Service offerings.
  • Manage and maintain strong relationships with users, stakeholders, peers, and team members.
  • Define, implement, monitor, and report relevant performance indicators of the product organization.
  • Product lifecycle management: identify and intake new opportunities; build the case; gather requirements as the advocate of the customer; help coordinate the standard bill of materials including scope and statement of work; refresh offerings bringing in efficiencies and driving costs down; and prioritize the roadmap for your line of business with a strong 3-year vision.
  • Get results: take initiatives from conception to completion; solve sophisticated problems in what can be at times an ambiguous environment; lead and influence cross functional teams like Legal, Marketing, IT, and Customer Care; oversee portfolio offerings world-wide; provide insights and encourage standard methodologies; present strategy to key influencers and senior leadership.
  • Offer intelligence: become the authority on the buyers and users of your offerings. Use data (quantitative and qualitative) to form hypotheses and shape your portfolio strategy.
  • Product expertise: understand how Bentley products and services are licensed, branded and consumed by customers. Work with product teams, learn the license roadmap and how new products and features may impact your offerings.
  • Marketing support and sales enablement: partner with product marketing to develop customer programs and incentives. Support sales enablement by communicating the value proposition of your services.
  • Work in partnership with other product managers, market research, and partners to translate business needs to service requirements and integrate those into service development plans.


 What you Bring to the Team:

  • 10+ years’ experience in Product Management.
  • 7+ years of people management
  • 7+ years’ experience in Customer Success
  • Experience in driving execution across large, cross-functional, and global organization.
  • Proven track record of success in building services with a high-quality user experience.
  • Passion for leading, mentoring and scaling product teams to reach their full potential
  • Experience defining end-to-end product mission, strategy, and roadmap
  • A healthy level of skepticism and an analytical nature: the ability to quickly absorb and analyze unfamiliar information to make decisions that are supported by sound evidence.
  • Eloquent and passionate when speaking with users and stakeholders while being an ambassador of our Solutions, Mission, and Values.
  • A strong storyteller who can motivate, excite, and inspire.
  • Highly accountable; takes ownership and drives a sense of urgency.
  • Strong leadership skills, with a highly collaborative yet decisive approach.
  • Strong negotiation skills with internal and external stakeholders.
  • Driven, self-starter; comfortable working in a rapidly changing environment.
  • Requires sitting or standing at will while performing work on a computer. The role requires communication with managers, peers and other colleagues of the company in person, and by utilizing Microsoft Teams chat, calling and meeting functions.


What We Offer:

  • A great Team and culture – please see our Recruitment Video.
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
  • Competitive Salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.




About Bentley Systems

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.


Equal Opportunity Employer

Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age, or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law and EEO is the Law Supplement documents provide additional information about your rights as an applicant under the law.


Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participa en e-Verify / Right to Work Notice


Request an Accommodation

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at


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