Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager and drive customer value through ongoing engagement and focused success plans. Assist new and existing customers with onboarding activities, identify at-risk customers, and proactively review key account metrics to create mutual plans for success.

Requirements

• 3-5 years experience as a Customer Success or Account Management role, with SaaS product(s), including proven ability to smoothly onboard new customers and manage relationships on an ongoing basis
• You are highly organized and possess the ability to juggle multiple priorities
• You are a powerful communicator: Proficient in conveying ideas clearly and effectively through various channels to ensure smooth interactions with customers and internal teams
• You can demonstrate critical thinking and analytical skills: Capable of evaluating situations objectively, identifying potential issues, and devising strategic solutions to meet customer needs and enhance their experience
• You are an active listener: Skilled in attentively understanding customer concerns and feedback to provide personalized and effective support
• You can think strategically: Able to develop long-term plans and approaches to address customer needs and drive mutual success
• You work with accuracy and precision: Committed to delivering high-quality service with attention to detail and precision to meet customer expectations
• You have a growth mindset: Demonstrates openness to learning and adapting to new challenges, continually seeking opportunities for personal and professional development
• You are agile: Can quickly adapt to changing circumstances and navigate through dynamic environments to ensure customer satisfaction
• You take accountability: Take ownership of tasks and commitments, ensuring that promises made to customers are fulfilled promptly and effectively
• You demonstrate empathy: Shows genuine understanding and compassion towards customers' concerns, building trust and rapport to foster strong relationships
• You are great at problem-solving: Proficient in analyzing complex issues, identifying root causes, and implementing practical solutions to resolve customer challenges
• You take initiative: Proactive in taking the lead to address customer needs and explore innovative ways to enhance their experience and drive business growth

Responsibilities

• Maintain strong business relationships and regular contact with your book of business
• Assist new and existing customers with onboarding activities, which may include paid services
• Drive adoption and usage of PandaDoc, increasing customer value, through ongoing engagement with customers and focused Success Plans
• Identify at-risk customers and help reduce churn and contraction by understanding where usage blockers are and coming up with solutions that work for the customer
• Proactively review key account metrics (such as license usage, documents sent, and other user activity) with clients and create goals for clients to hit AND create mutual plans for success
• Monitor tools and platforms for key data points that alert you to actions needed
• Onboard and train additional account users via demos and presentations, while also promoting the self-serve resources available
• Partner with Account Management on customer strategy, renewal activities, and uncover and inform them of expansion opportunities
• Partner with our Solution Engineers on more complex customer product needs
• Work with Customer Support, Sales, and Product to articulate and monitor customer requests and feedback through the appropriate channels
• Reactively address all customer inquiries that come in from your Book of Business and conduct needed follow-up actions
• Assist team members in answering questions or pointing them in the right direction

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses)
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans
• Employees will also receive 13.34+ hours of paid time off per month
• 6 self care days
• Birthday PTO day
• 10 company paid holidays off per year