Customer Success Manager
Pendo.io
Customer Success Manager
Pendo.io
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 per year
Job Level
JuniorMid-Level
About the role
- Partner with customers to ensure they're receiving the support and tools needed to achieve goals and derive business value
- Act as a trusted advisor and product expert in Pendo’s technology
- Develop and execute enterprise level account engagement and success strategies to drive adoption, retention, expansion, and advocacy
- Maintain ownership of a portfolio of customers and develop relationships across stakeholders including Executive Sponsors and Economic Buyers
- Conduct quarterly portfolio planning and internal account reviews to identify risks and opportunities at least two quarters ahead
- Co-create Success Plans with customers and deliver effective Business Reviews to define business outcomes and success metrics
- Enable customers to achieve desired outcomes and drive product adoption
- Advocate for customers internally and partner with cross-functional teams to facilitate implementation, adoption, expansion, and renewals
- Provide internal operational support including creating/updating customer records, reconciling invoicing, and optimizing playbooks
- Develop a deep understanding of Pendo’s technology to inform best practices, processes, presentations, and reports
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 supporting enterprise organizations and developing enterprise level account engagement and success strategies
- Consulting and sales experience are a major plus
- Industry specialization (Fin Serv, Info Sec, Business Services, Healthcare) is a plus
- Experience having led and organized Business Reviews and coordinating meaningful engagements/onsites (preferred)
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail (preferred)
- Demonstrated ability to analyze data and business insights to influence stakeholder decision-making (preferred)
- Experience discovering key goals and steering customer stakeholders with Success Plans (preferred)
- Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams (preferred)
- Bachelor's degree or equivalent practical experience preferred
Benefits
- $95,000 base + 20% variable
- 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.
- Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities (accommodation@pendo.io)
- #LI-Hybrid (hybrid work arrangement)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementconsultingsoftware salesenterprise level account engagementdata analysisbusiness insightssuccess plansproject managementbusiness reviews
Soft skills
relationship buildingcommunicationattention to detailstakeholder managementcross-functional collaborationstrategic thinkingadvocacyproblem-solvingorganizational skillscustomer advocacy
Certifications
Bachelor's degree
