Remote Customer Success Manager

Summary

Join PandaDoc as a Customer Success Manager and drive success and growth for clients by delivering high-impact service in a scalable, pooled support model. Engage with customers, provide responsive and strategic support, lead onboarding sessions, and empower them to unlock the value of their investment in PandaDoc.

Requirements

• Experienced: 2-3 years of SaaS customer success experience
• Organized: Managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model
• Growth Mindset: Open to feedback, adaptable to new challenges, and eager for personal and professional development
• Agile: Resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results
• Customer-Focused: Strong communication and empathy, building trust and ensuring customer needs are met, fostering strong relationships
• Solution-Oriented: Natural problem solver, self-motivated to identify root causes and deliver effective solutions for complex issues
• Collaborative: Working well with cross-functional teams, sharing insights to drive customer retention and growth
• Strong Communicator: Excellent verbal and written communication skills, clear command of English

Responsibilities

• Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools
• Lead personalised onboarding sessions, including launch plan meetings, training, and integration setup
• Proactively drive product adoption through tailored consultations, product updates, and hands-on training
• Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars
• Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans
• Leverage data from platforms like Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support

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
• 6 self care days
• A competitive salary