Director of Customer Success

  • 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 looking for a Director of Customer Success to manage a team of high-performing Success Managers that service some of the fastest growing, innovative, and high-profile software companies in the world.

You will be tasked with ensuring that our customer stakeholders accomplish their goals and effectively recognize and communicate the value Pendo brings to their organization. You will work to refine a proactive customer engagement strategy, drive ongoing adoption initiatives, develop enterprise level QBR agendas, expand client relationships and ultimately guide customers through a successful renewal. This role will require a consultative and holistic approach to the customer lifecycle, a scalable approach to success, and ability to communicate effectively with VP and C-Level product executives.

Our ideal candidate is a strong leader who has a proven track record of success managing a sophisticated client base, fostering a positive and high-performing culture, while building an exceptional team.

What you will do

  • Act as a proactive leader, owning the customer journey, including initial onboarding, product adoption, retention, expansion and growth

  • Stay abreast of Customer Success industry trends; evaluating and implementing cutting edge success tactics

  • Hire, manage, coach, and develop a team of high-performing Customer Success Managers

  • Interpret data quickly to set individual and team goals, measure success and run your business

  • Ensure that customers derive maximum, ongoing, value from their investment with Pendo

  • Constantly measure, refine, and invent new methods that create an amazing experience for our customers

  • Possess and continually evolve a deep understanding for how we create value for our customers

  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors

  • Serve as customer advocate while effectively collaborating with internal, cross-functional teams including product management, sales, QA, and engineering


Who you are

  • You have a minimum of 5+ years experience in customer success, account or technical account management at a SaaS company

  • You have built a high-performing team at early/mid-stage SaaS company

  • You are a strong leader with a coach mentality

  • You can show a proven track record of innovation and creativity in solving company and team challenges

  • You have experience managing and negotiating with enterprise companies and their stakeholders

  • You exemplify strong technical competence and passion for B2B SaaS

  • You are detail-oriented with the ability to set priorities for yourself and your team

  • You have product management, product influence or cross-functional product experience (preferred)

  • You possess exceptional cross-organization collaboration and communication skills

  • You are an entrepreneur at heart and will thrive in a fast-paced, flexible, startup environment

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.

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

  • 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