Customer Success Manager

Summary

Join Pendo's Success team as a Customer Success Manager and partner with clients to guarantee they receive the necessary support and tools to achieve their objectives and derive business value. You will develop a thorough understanding of customer needs, cultivate positive customer experiences, and build relationships that promote customer satisfaction and loyalty. As a trusted advisor, you will leverage your expertise in Pendo's technology to guide clients toward success. The ideal candidate possesses 6-8 years of experience supporting enterprise organizations and excels at developing and executing account engagement and success strategies. This role requires strong project management skills and collaboration across various functions. Consulting and sales experience, along with industry specialization, are highly valued.

Requirements

• 8-10 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

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

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

Benefits

The expected salary range for this role to be performed in the United States is $123,100- $154,200 base + 20% variable