Customer Success Manager
Pendo.io
Customer Success Manager
Pendo.io
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- At least 2 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
- Ability to travel up to once a month
- 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
- Consulting and sales experience are a major plus
Benefits
- Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
- The expected salary range for this role to be performed in the United States is $110,000 base + 20% variable
- Reasonable accommodation for applicants with disabilities (contact accommodation@pendo.io)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementconsultingsoftware salesdata analysisbusiness insightsproject managementbusiness reviewssuccess plans
Soft skills
customer relationship managementstakeholder engagementcommunicationattention to detailorganizational skillsadvocacycollaborationproblem-solving
Certifications
Bachelor's degree
