Customer Success Manager
Stripe
Senior Manager, Professional Services
Pendo.io
full-time
Posted on:
Location Type: Hybrid
Location: Raleigh • New York, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $134,000 - $166,000 per year
Job Level
Senior
About the role
- Lead and Mentor: Inspire and guide a team of Consultants and Engagement Managers, including partners, fostering a culture of growth and development.
- Resolve Escalations: Act as a point of contact for customer issues, collaborating across teams to eliminate obstacles and ensure successful outcomes.
- Drive Customer Value: Spearhead the development and implementation of strategies, tools, and methodologies that deliver exceptional value to Commercial clients.
- Ensure Customer Success: Oversee engagement delivery to achieve positive client outcomes and satisfaction.
- Support Sales: Contribute to the sales cycle for services, including presentations and proposal/SOW development.
- Manage Professional Services: Oversee project forecasting, financials, staffing, partnerships, and process optimization.
- Build Client Relationships: Establish and nurture strong relationships with key client stakeholders, including executive-level contacts.
- Collaborate Cross-Functionally: Partner with Sales, Customer Success, and Product teams to drive growth and customer success.
Requirements
- 7+ years experience in an enterprise software company, consulting organization, or systems integrator (high-growth SaaS a plus)
- 2+ years of people management experience, with a passion for mentoring and developing team members
- Experience managing the Partner Ecosystem and leveraging their resources to support clients.
- Experience in consulting, project management, or client engagement success
- Strong internal collaboration and project management skills (planning, resourcing, scope, schedule, status, documentation)
- Ability to measure, articulate, and improve key performance indicators of a Professional Services and Customer Experience business
- Data-driven and hypothesis-oriented approach to problem-solving
- Excellent verbal, written, and video communication skills, including executive-level presentations.
- Experience with scoping/drafting SOWs and value-based service delivery that demonstrates ROI
- Bachelors degree or equivalent work experience
- Preferred: 3+ years of people management experience
- Preferred: Experience in Product Management
- Preferred: Experience with Agile Methodology
- Preferred: Experience within a pre-IPO stage startup environment with the ability to execute at a fast pace
- Preferred: Experience leading technical teams and can communicate technical differentiators and scope large complex engagements
- Preferred: Strong ability to operate autonomously and a bias towards action in the role
Benefits
- Our salary ranges are based on paying competitively for our size and industry
- Hybrid work (#LI-Hybrid #LI-FB1)
- Accessibility: Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities
- EEOC: We are an equal opportunity employer and welcome diverse teams
- Opportunity to gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementconsultingSOW draftingvalue-based service deliveryAgile methodologydata-driven problem-solvingkey performance indicatorsfinancial managementprocess optimizationpartner ecosystem management
Soft skills
mentoringleadershipcollaborationcommunicationrelationship buildingcustomer success focusproblem-solvingautonomyaction-orientedteam inspiration
Certifications
Bachelor's degree
