Customer Success Manager

Summary

Join PandaDoc as a Customer Success Manager and drive growth for SMB/mid-market clients with complex workflows. Build strong relationships, understanding customer goals and aligning them with PandaDoc's capabilities. Guide customers through onboarding and adoption, own premium onboarding cases, and drive product adoption. Identify and mitigate risks, analyze account metrics, and handle customer escalations. Collaborate with various teams to ensure customer success and contribute to PandaDoc's growth. This role requires strategic thinking, strong communication, and a customer-centric approach. The position offers the opportunity to make a measurable impact and work in an innovative, ever-evolving environment.

Requirements

• Experienced & Strategic: You bring 3–5 years of experience in Customer Success or Account Management within a SaaS environment, ideally working with upmarket or enterprise-level customers
• You have a proven track record of driving adoption, retention, and long-term value through strategic relationships—especially at the executive level
• Executive Presence & Communication: You are a confident communicator, skilled at engaging with C-level stakeholders and navigating complex organizational structures
• You can clearly and effectively communicate value across multiple channels and functions, ensuring alignment at all levels of your customer's organization
• Customer-Centric & Relationship-Driven: You understand the importance of building deep, trusted partnerships
• You are empathetic, a strong listener, and take a consultative approach to customer relationships—ensuring you meet both tactical needs and long-term strategic goals
• Organized & Detail-Oriented: You’re highly organized and excel at managing competing priorities
• You deliver high-quality service with precision, even in fast-paced, dynamic environments
• Strategic Thinker & Problem Solver: You thrive on solving complex challenges
• You think big-picture, anticipate customer needs, and proactively identify opportunities to deliver value
• You know how to align our platform’s capabilities with the customer’s business goals
• Growth-Oriented & Accountable: You’re self-motivated, coachable, and always looking for ways to grow
• You take full ownership of your work and consistently follow through on commitments
• Agile & Collaborative: You adapt quickly to change and love working cross-functionally to ensure the best outcomes for your customers
• You bring energy to the team and foster a collaborative, supportive environment where others can succeed

Responsibilities

• Maintain strong business relationships and regular, strategic touchpoints with your book of business
• Guide customers through onboarding and adoption with a consultative lens, often including paid services and workflow design
• Own premium onboarding cases by assisting customers in the template and workflow set up, leading training sessions and drive value within their first 90 days of PandaDoc
• Drive product adoption and usage through proactive engagement and tailored Success Plans, focusing on long-term customer outcomes
• Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction
• Analyze account metrics (e.g., license usage, document activity, engagement trends) to create success benchmarks and guide business reviews
• Own customer escalations when they arise—working cross-functionally to drive swift resolution—while proactively addressing early signals to prevent issues from escalating
• Partner closely with Account Managers to align on renewal strategy, inform upsell paths, and support expansion opportunities
• Collaborate with Solutions Engineers and Technical Account Managers to address complex workflow requirements and technical use cases
• Proactively engage with the Product and Support teams to advocate for customer feedback and ensure it’s routed through the right channels
• Monitor tools like Catalyst, Salesforce, and Gong to surface actionable insights and provide targeted outreach to accounts needing additional support
• Serve as a thought partner to both your customers and teammates—sharing insights, elevating questions, and championing collaboration across teams

Benefits

• An honest, open culture that emphasizes feedback and promotes professional and personal development
• An opportunity to work from anywhere — our team is distributed worldwide, from Lisbon to Manila, from Florida to California
• 6 self care days
• A competitive salary