Customer Success Manager

  • 418 S Dawson St, Raleigh, NC 27601, USA
  • 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 best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech.  Our culture is passionate, dynamic, and fun.

Job Description

As part of the Pendo Success team, our Customer Success Managers support our customer relationships, the process of mapping our customer needs to Pendo’s Product Success, and drive to deliver increased value to our customers. As a team, we help to shape the Overall Customer Experience. Over time, the CSM’s grow into trusted advisors to our customers and product experts in Pendo’s technology.

This is a great opportunity to gain experience in a fast-paced Raleigh software startup that provides tools that accelerate growth among other Product Teams and Customer Success Teams around the world.

What you'll do:

  • Grow, and expand customer product adoption and revenue

  • Operate as an Account Manager, handling customer requests – including data analysis

  • Develop periodic platform reports to communicate status of projects to customers and internal teams.

  • Develop a deep understanding of Pendo’s technology to help create best practices for customer success (e.g. help create presentations, reports, etc.)

  • Partner with cross-functional teams to drive account to implementation and contract renewals/upsells

  • Establish and maintain close relationships with clients at multiple organizational levels

  • Support the onboarding process for new accounts to ensure successful implementations

  • Provide internal operations support - including managing content ingest and delivery, reconciling invoicing, optimizing and documenting workflows, contracts management


Who you are:
  • You have an undergraduate degree

  • A minimum of 3-4 years of account management, consulting, project management, or software sales experience

  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail

  • Demonstrated strong analytical ability

  • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making

  • Experience discovering key goals and steering customer stakeholders with success plans

  • Exceptional communication and presentation skills (both written and verbal)

  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth

  • Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment

  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer

  • Sales Experience a PLUS

  • Knowledge of HTML, CSS is a PLUS

Personal attributes:

  • Self-starter attitude

  • Dedicated work ethic and desire to become an expert in a field

  • High-achiever and creative thinker always looking to exceed expectations

  • Passion for data, analytics and insights

  • Take a high degree of ownership

  • Clear communicator with professional presence and attention to detail

  • Enjoy “getting your hands dirty” by digging into complex operations

  • Love learning technology and new applications

  • Project Manager at heart

Additional Information

Why Pendo?

  • We are a passionate and fast-growing startup culture

  • You will gain experience in a diverse and exciting set of technologies and clients

  • You can enjoy frequent company and team-building events

  • We are located in the heart of Raleigh, one of the fastest growing cities in the Southeast.

  • Join our team and you will have a real impact  on Pendo’s future and direction.

Benefits and Perks

  • Company Equity for the team

  • Health, dental, and vision benefits 100% covered for your entire family

  • 401K

  • Open vacation policy

  • Free weekly lunches and fully stocked kitchen with drinks, goodies and balanced snacks

  • Free parking or monthly stipend for other modes of transportation (biking, walking, do you skate?)

  • Lots of company swag...hope you like pink!

Hear from our Pendozers on why it's so outstanding  working at Pendo.

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