Customer Success Program Manager

  • Raleigh, NC
  • Full-time

Company Description

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers — a simple way to understand and attack what truly drives product success. Our mission is to improve society’s experience with software.

Come join one of the fastest-growing startups, supported by top tier institutions like Battery Ventures, Salesforce Ventures, and Spark Capital.

Our culture is passionate, fast paced, and fun!

Job Description

We are hiring a Customer Success Program Manager whose mission will be to develop and execute a series of ongoing and one-off programs to ensure our customers realize the full value of their investment in Pendo. A successful CSPM will use their skills to work cross-functionally to develop customer-centric solutions that drive adoption, increase advocacy, increase renewals rates, and create upsell opportunities by bringing new ideas and use cases to the table.

The CSPM will report into the VP of Customer Success and will be a trusted partner in defining customer success program objectives, strategy, and tactics, and in implementing processes that scale.

What you will do:

  • Manage all customer program communications and feedback loop

  • Lead program content, objectives, rollout and communication with CSMs and support

  • Design separate campaigns for our smaller customers as well as named accounts

  • Design, launch, measure, and improve time and behavior triggered campaigns

  • In collaboration with marketing and product, develop a program cadence and calendar that aligns the CS organization's objective and provides supporting materials

  • Coordinate additional program content distribution when necessary including webinar, social, and event materials

  • Design, develop, and manage customer success programs and resource materials needed for QBRs, email engagements, and in-person trainings

  • Leverage Gainsight and other tools/channels for program development and deployment

Qualifications

Who you are and what you possess:

  • 2+ years of program management, marketing or client services experience

  • Experience using various customer success tools such as Gainsight or a demonstrated ability of extremely fast product adoption

  • Demonstrated knowledge of customer lifecycle planning and engagement tactics

  • Strong communication skills: ability to project a professional, clear message, succinctly and in a manner that is understood by a wide audience

  • Ability to develop cohesive and scalable customer outreach programs in collaboration with other team members

  • Expert design, writing and content creation skills including, but not limited to, powerpoint presentations, email copy, and datasheets.

  • Ability to accomplish both project and team goals; results driven

  • Experience with Gainsight strongly a plus

  • Ability to provide prior work samples strongly preferred

Additional Information

Why Pendo?

  • Passionate and high-growth startup culture
  • Work with an exciting and diverse set of technologies and clients
  • Frequent company and team-building events
  • Located in the heart of downtown Raleigh
  • Work with a great team & make a real impact on Pendo’s future and direction

Benefits and Perks

  • Company Equity
  • Health, dental, and vision benefits (covered day 1 of employment)
  • 401K
  • Open vacation policy
  • Free weekly lunches and fully stocked kitchen with drinks, goodies and healthy snacks
  • Free parking or monthly stipend for other modes of transportation
  • Lots of company swag...hope you like pink!

Hear from other Pendozers on why it's so great working at Pendo.

http://content.pendo.io/vmxNJTWm38

Check out this video of our CEO Todd Olson speaking about Pendo.

https://vimeo.com/110839413

  • All your information will be kept confidential according to EEO guidelines.

  • No Agencies Please.

  • Must be eligible to work in the U.S.

Videos To Watch