PandaDoc

Customer Success Manager

PandaDoc

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $95,000 per year

About the role

  • Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations
  • Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch
  • Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running
  • Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform.
  • 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

Requirements

  • You have 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.
  • You excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.
  • You are open to feedback, adaptable to new challenges, and eager for personal and professional development.
  • You are resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results.
  • With strong communication and empathy, you build trust and ensure customer needs are met, fostering strong relationships.
  • You proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine your communication. You don't just use AI for speed; you use it to elevate the quality of your strategic insights and workflow consultations.
  • A natural problem solver, you are self-motivated to identify root causes and deliver effective solutions for complex issues.
  • Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline.
  • You work well with cross-functional teams, sharing insights to drive customer retention and growth.
  • You enjoy lifting others up, creating a positive, collaborative environment where your team and customers can thrive.
  • You have excellent verbal and written communication skills, with a clear command of English. Additional language proficiency is not required for this role; however, it is highly preferred given our global customer base.
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, and 10 company paid holidays off per year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APICRM integrationsSaaScustomer successdata analysiscustomer engagementproblem solvingvalue-based solutionsCSQLsautomation
Soft Skills
communicationempathyadaptabilityresourcefulnesstrust buildingcollaborationproblem solvingtime managementcustomer satisfactionteamwork