At MemberClicks, product managers have to be entrepreneurs that own the product from top to bottom. Meaning, during pre-launch, they own the entire lifecycle. They do the initial marketing, positioning, sales, and support calls. This way, they're able to witness how the customer feels each product lifecycle, and they're able to make fixes as they go. This also helps build the credibility for product managers within their own organization.
Product has always encompassed more than just design and engineering. It touches everything in an organization, including sales and customer success. We might not often hear much about the last two, but Duncan McCreery of MemberClicks has had the experience of the more customer-facing roles. Today, he’s The Chief Experience Officer at MemberClicks. Before that, he was the Chief Product Officer, but even before that, he was the VP of Customer Success. But even way before that, he was an English teacher. He’s also had his hand in helping out at a potato farm. There’s no correlation between the latter and former, but it’s important to note Duncan’s breadth of talents here. I kid. It’s safe to say that entering the world of software was a big change. But that obviously didn’t deter him, as he has dramatically scaled his career and transformed his company. He started in the sales team at MemberClicks, and went through a self-discovery process where he developed a strong passion for the product. As he transitioned into customer success, he realized that there were more opportunities for product to do more, and get closer to their customers. While MemberClicks was a pretty nascent organization when it came to product management, Duncan transformed the organization, and helped rebuild their product. This week on Product Love, I sat down with Duncan McCreery to talk about why product management at MemberClicks is much more entrepreneurial than most organizations, and we also talked about the intersection between product management and customer success.
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