Customer Success Manager

Team Description

As part of the Pendo Success team, the Customer Success Manager will partner with customers to ensure they're receiving the support and tools needed to achieve their goals and derive business value. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty. At Pendo, Customer Success Managers are considered trusted advisors to our customers and product experts in Pendo’s technology.

The ideal candidate for this role will have at least 2 years of experience supporting enterprise organizations and excels at developing and executing enterprise level account engagement and success strategies that result in customer health (retention, expansion, advocacy). This person excels at facilitating and/or managing complex projects that often involve collaborating with employees in different functions. Consulting and sales experience are a major plus, as well as any particular industry specialization (Fin Serv, Info Sec, Business Services, Healthcare).

Role Responsibilities

• Understand the entire customer experience, putting customers’ needs first and helping us evolve the customer journey as needed


• Develop a deep understanding of Pendo’s technology to help create customer success best practices (e.g. helping to inform standardized processes, creating presentations, reports, etc.)


• Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption, retention and mitigating risk of Pendo across their organization


• Establish and maintain relationships within multiple levels of the organization, including Executive Sponsors, Economic Buyers and influencers


• Conduct quarterly portfolio planning and internal account reviews to establish a clear view at least two quarters ahead of customer risks and opportunities


• Co-create Success Plans with your customers and deliver effective Business Reviews to develop a deep understanding of your customers’ business, their primary business outcomes, and tangible metrics for success


• Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments of truth in the journey, as evidence over time through product adoption


• Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.


• Provide internal operational support as needed - including creating or updating customer, reconciling invoicing on behalf of finance, and optimizing playbooks

Minimum Qualifications

• At least 2 years of customer success, account management, consulting, or software sales experience


• Customer-facing experience within a software company is required


• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders


• Ability to travel up to once a month

Preferred Qualifications

• Experience having led and organized Business Reviews and coordinating meaningful engagements /onsites


• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail


• Demonstrated ability to analyze data and business insights to influence stakeholder decision-making


• Experience discovering key goals and steering customer stakeholders with Success Plans


• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.


• Bachelor's degree or equivalent practical experience preferred

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role to be performed in the United States is $93,000 base + 20% variable

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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